Jun 20 2007
Client Experience
What is client experience? Very simply it is how a customer or user feels about the product or service they just used. Client experience opinions can be made at any point in a relationship and are extremely hard to change once formed. Businesses can be rewarded with referrals and positive word of mouth exposure if they deliver a consistent positive client experience and can be punished severely if client experience is poor.
There a several components to client experience: service, environment, expectations, and satisfaction. All of these components are equally important and must be thought of from a client’s perspective. As a business owner you must have a clear plan to deliver exceptional service at every touch point. Delivering consistent excellent service is no simple task and requires focus from the business owner and its employees.
Customer service is the first thing people tend to think about when discussing client experience. It takes patience and commitment to deliver a high level of customer service on a consistent basis. Ever y contact point with the customer needs to exceptional. It does not matter if the contact is in person, on the telephone, or via email. Business email etiquette is to respond to all client request and inquiries within 24 hours. Clients will pass judgment on how you and your staff handle these interactions. People expect prompt, professional, and courteous service anything less will obviously lead to a poor client experience.
Environment is something that can be easily overlooked. Ever walk into a restaurant that looked dirty? Did you turn around and leave? A stores appearance, decor and music can help provide a positive client experience. If your store front is a website does it have unnecessary music or intrusive flash? Are your color tones and images pleasant and inviting? Does your website convey an image of expertise and professionalism. These are just a few basic things to consider.
Expectations are important to manage in all facets of business but it is most important with your paying customers. Communication is paramount in managing expectations. If a client is expecting red widgets and you send him white widgets you missed the mark. Even if those are the best white widgets in the industry your client was expecting red and expectations were not met. Businesses that do not meet client expectations on a regular basis will suffer with poor reputations. Poor reputations and bad track records are bad for business.
As a business owner I always had great pride when I had satisfied clients. This means that I full delivered on my commitment to my client. As the saying goes ‘the proof is in the pudding’. If I provide attentive customer service in a pleasant environment but my blue widget melts after one use. This might be ok except it had been sold as an indestructible widget I might have an issue depending on how the problem gets resolved.
This is not intended to be a detailed list but just some factors to consider in client experience. This client experience list can be applied to any type of business.
I your experience what are some other factors that influence client experience?
