Most business owners don’t think of the experience they create for their clients and customers as a part of their marketing – but it is.
Creating a memorable customer experience will help you win more clients, charge higher rates, and create long-term loyalty.
According to a 2019 study by the Temkin Group:
- 86% of buyers are willing to pay more for a great customer experience
- 73% of buyers point to customer experience as an important factor in purchasing decisions
- 1 in 3 customers will leave a brand they love after just one bad experience.
The customer experience your business creates is very important. Below are four ideas to help you create a memorable experience:
- Value their time. These days, almost everyone is pressed for time – and one of the worst things you can do to your clients and customers is to waste their time. It’s important that you – and your team – show up for meetings or phone calls as scheduled. Don’t make them wait on you.
- Under-promise, over-deliver. One of the best ways to create a memorable experience is to exceed the expectations that your clients have of you. You do this by carefully managing expectations in the sales and marketing process. Don’t make promises that you know your operations team can’t keep. In fact, do the opposite. For example, if it’s going to take four weeks to complete a project for a client, tell them that it’s going to take 5-6 weeks. Then, when you exceed your promised timeline, they’ll be thrilled that you’re ahead of schedule.
- If you have a physical office or waiting room, make it pleasant. We’ve all been stuck in boring, dull waiting rooms from time to time. If you have a physical space where you meet with clients – make it pleasant! Provide beverages or snacks. Stock it with a collection of magazines that your guests will enjoy reading. And of course, be on time with your clients.
- Stay organized and don’t make your clients do more work than they need to do. You – and your staff- need to be organized so that you don’t put the burden on your clients. Don’t make them repeat information or fill out forms repeatedly, for example. Look for opportunities to streamline your processes and make life easier for them.
What type of experience are you creating for your customers and clients? I’d love to hear your thoughts and strategies about how to “surprise and delight” your clients – leave a comment on our post and share how you’re creating a memorable experience!