Delivering Impeccable Client Experiences

Why is Customer Experience and Customer Service so important for small businesses? 

There’s a lot of power and possibility for increased impact in IMPECCABLE customer service and delivering great experiences.

You make your customers feel valued, hugged, and like THEY are the main character. Which in turn means: 

1. Customer and Client Loyalty
2. Positive Word of Mouth 
3. Setting Yourself Apart and Standing Out
4. Increased Revenue
5. And Long-Term Growth

Customer service is about relationship-building, (vs. just transactions) sustainable, consistent service, and delivering on a high quality of work. 

Making the client/customer the main character in your content and marketing:  

1. Learn about them! Who are they really? Identify their:
   • Needs 
   • Wants
   • Values
   • What they have too much of/too little of
     
2. Focus on the Benefits vs. Features 
   • Features = bells and whistles, systems, and processes
   • Benefits = how it will make them feel, change their life, lighten their load, go back to what matters to them and what they want/need
     
3. Keep it Conversational!
   • Speak to one person, one issue at a time
   • Choose a tone that sounds like you! Keep it human: friendly, upbeat, encouraging, kind, positive, funny, etc. 

Making the client/customer the main character throughout your business:

1. Communicate with them where they’re at: 
   • Consider tailoring communication specific to their individual needs (ie. audio, video, additional calls, written options, etc).
2. Set boundaries
   • Good boundaries actually improve the customer service experience! You show up better and your clients know what to expect along the way. 
3.  Listen and be open to feedback and willing to make a change to benefit your customers 

    

4. Map out the entire customer journey and see where you can sprinkle in touchpoints and “hugs” along the way
5. Go the extra mile 
6. Do what you say you’ll do WHEN you say you’ll do it. 
7. Use people’s names and remember meaningful details about their life whenever possible. 
   • Ask them questions and learn about them! 

Emily’s 5 C’s of great customer service and customer experience: 

Communication 

Cohesion

Connection

Collaboration

Consistency 

When you make your customers the main character and commit to delivering an impeccable customer experience, they’re the star of the show! They feel important, valued, seen, heard, and in turn, you bring out their brilliance and highlight the best in them. 

Now, I want to turn it over to YOU – my main character! What’s one tiny thing you want to try to implement? A new idea sparked? Something to take into your own business?