The 1960s were some of the most unique and intense times in American history: civil unrest, war protests, and drug use were prominent.
Television was a more pervasive and influential medium; the boundaries of fashion and the social contract were being pushed to the brink.
People were paying closer attention.
Television gave them more access to information on all fronts. Access to that information altered the course of history and how future generations would make their decisions and exercise their choices.
Sound familiar?
Swap out television for the internet, and much of what is described above can be said today. How people experienced the world changed with the introduction of a new, more efficient way to communicate information.
It’s All About the Customer Journey
The customer journey has changed drastically over the past decade. The accessibility of information has made us impatient for it. The client expectation threshold has increased drastically.
Customers want instant responses to their messages and seamless experiences across digital platforms. Despite these changes, many businesses have not risen to the challenge and have falling profits because of it.
So, what’s a small business owner to do? How can you prioritize your client’s experience and customer journey? Here, we’ll show you how to do that in four simple steps.
4 Ways to Give Your Clients a World-Class Experience Without the Price Tag
The ubiquitous nature of the almighty smartphone and social media replacing the morning paper means that people are using the authentic experiences of other customers to inform their purchase decisions. They also lean into instant gratification and ease of use: Amazon, anyone?
But you’re not Amazon, you don’t sell every product under the sun, and you can’t solicit 40,000 reviews to your site every day.
Don’t worry. We’ve got you with four simple steps to give your clients the experience they’re craving without breaking the bank (or, you know, being Amazon).
1. Listen Well, Empathize, and Validate
So simple and yet so undervalued. As business owners, we’re used to our clients having similar issues. When we sell that solution, it makes sense that we are ready with the answer. Sometimes, just letting your client share their concern fully will make them feel better. They already believe you have a possible solution or they wouldn’t be talking to you. Letting them feel as though their concerns are valid can make the difference between them hiring you or hiring someone else.
2. Automate Where Possible
There’s no shortage of automation solutions available regardless if you’re a solopreneur or an enterprise-level company. Sending follow-up emails or thank-you emails automatically work well to maintain those extra touchpoints when you’re not available. You can also choose to run active social media accounts where you interact with customers and interested prospects, answer their queries, run promotions, and so on. This is a good way to improve customer interaction.
3. Always Follow Up
Good news or bad news is always better than no news. If you don’t have an answer for a client or won’t have an answer right away, tell them. While there will always be pressure to have an answer right away, when you don’t, talk to them anyway and give them a progress report. People feel most comfortable when they know what to expect, even if it isn’t pleasant.
4. Be Consistent Across All Communication Channels
Two of the most common customer service tips are having multi-channel communication and being consistent in all channels. Even if you’re a sole proprietor, you likely have a few ways to communicate with your clients. Keep your brand messaging consistent across all channels. One of the areas where this best practice is overlooked is on your company website. An outdated site or a site that is hard to navigate points to what an experience with you might be like. Build your site and social media in a simple, user-friendly fashion and you’ll delight your clients with a great experience.
In 1967, Jimi Hendrix released his first album, Are You Experienced. It is still regarded as one of the most innovative and groundbreaking albums of the last century. The album literally changed how people experienced the electric guitar and psychedelic music. It wasn’t the album cover or Jimi’s face. It was the experience they had when listening to his music. Their experience is what sold millions of copies.
How Well Are You Prioritizing Your Client Experience?
It’s not easy to put your clients first, but by doing so, you can reap the benefits. Want to know more about how we can help you simplify this process? Contact us at GoBeyond SEO today!
