Experience is the order of the day in our era, and serving clients
with excellence will be the core ethos of successful companies in the coming
years. Leaders who understand this will see their companies thrive instead of
just survive. The dawn of mass competition, clients’ access to up-to-date
information and their ability to communicate with each other via social media allows
the client to be in command. The migration goes beyond the business paying more
attention to client experience: it means aligning everyone and everything in
the business on providing more customization, value and unique adaptation to clients
quicker.
In this client-centric world, businesses need more than quality
products, or optimal customer experience, or proficient processes. Every
business needs to serve their clientele through authentic, human-to-human
connections that satisfy not only their emotional desires but their real-world
wants. Businesses who fully grasp this reality and create a culture of ‘client
experience extraordinaire’ will be rewarded with client loyalty and
profitability.
Client Experience Is Every Business Members
Focus…No Longer A Department
No matter what business you’re in, there are a plentiful of other businesses
that offer consumers pretty much the same product or experiences. If you offer
that product along with personal experience that exceeds every
client’s expectations, you have a durable competitive advantage—if done
properly the cost is minimal but if done improper then you need to hire a company
like ConnecTheDot to fix the client experience now. Don’t just take what I
write as the example; seek out the research. Studies have found that client experience
can be the best way to distinguish a company from its competitors. Clients want
to feel valued, unique and wanted. Make client experience part of every member of
your businesses job description and the mantra of your entire business strategy.
What You Except Is What You Get In Return
The most effective way to improve client experience is to set high
standards and communicate them with clarity, passion and execution. Every member,
from the top member of your business to the newest member, should continuously
let everyone know what is expected of them, so there can be no
misunderstanding. Most employees strive to be exceptional performers.
Unfortunately, they don’t always understand exactly what their job is or how their
contribution to the business affects retention, growth and profitability.
You Win Clients One at a Time and Lose Them
In Multiples
Many years ago, a mentor of mine said something I have never
forgotten: “You have two ears and one mouth, always remember: you gain clients
one at a time, and you lose clients in multiples. In order to gain clients and
not lose any, focus on serving every single client exceptionally as if it is
your one and only client (think of the movie Gerry McGuire). Any client doing
business with you for the first time should be treated with the same attention
and quality as someone who’s been a regular client for years.
The power of social media is so strong that one client who has one
bad experience with your business can go online and convince thousands of
people not to do business with you. That’s one of the reasons clients rule now
more than ever; they have the power of the masses. They have the ability to
make your business thrive, and they have the ability to make your business sink
to survive or maybe even die. Hail to the client!
Based on current trends client experience will be even more
crucial to your company’s success in the coming years. In fact, more businesses
will spend their traditional advertising dollars in a different way. More money
will be spent from 2015 to 2030 to fix a business client experience infrastructure
than the business will spend on traditional advertising. Why? Simply because in
today’s competitive market where supply is high and demand is even higher, consumers have more choice and less loyalty. End result, it costs more money to
acquire new clients so the business must establish key metrics to retain each
and every client they have.
The Circle Of Business Success
In the end, client experience hinges on every member of the
business.
John Quincy Adams, the sixth President of the United States, stated,
“If your actions inspire others to dream more, learn more, do more and become
more, you are a leader.”
If you want satisfied clients,
clients who continuously return to your business and clients who refer your
business to the masses, you have to make them the hierarchy of your business. Place clients at the top and let everything
else trickle down. That means providing and allowing every member to have equal
control of the client and giving them the confidence, trust, skills, and
resources to deliver exceptional client experience.
Create Tomorrow, Today!
ConnecTheDot can help.
No comments:
Post a Comment