We live in a time of immediate gratification, lack of time, and need for meaningful interaction. It’s getting harder and harder to convince the buying public that our products or services are worth investing in simply by telling them so through a solid marketing plan. Even celebrity endorsement is losing its charm when it comes to purchasing decisions. So, what is a business to do? If customer service and a good message aren’t enough, what is? To gain the trust of consumers and grow your business, you must go beyond customer service and move forward into providing customer experience.
Transform Customer Service into Customer Experience
Though customer experience engages at a deeper level, it can be easy to achieve if you just follow our 3 Step Strategy:
You need to know who you are as a business, who your ideal customer is, what you want to accomplish, and when you want to accomplish it by. Simply put, you need a business plan with a clear identity, preferred demographics, and goals. Without this, you may stand out but, for all the wrong reasons. With it, you will present your business as strong and customer-driven because you will be confident in knowing the people you are approaching are the right people for your business.
Keep records of your client interactions. Using a good CRM (Customer Relationship Management) program, send a “catching up” note if it has been a while since you last saw or spoke with a particular client. If you are able to gain additional information about your clients, through a new client survey or conversations, make note of that information. When possible, send birthday cards, anniversary messages, or congratulations for milestones that either they or members of their family have achieved. Yes, this means a bit more than, “Did you find everything you need” when it comes to conversation, but it’s worth the response you will generate when you surprise your clients with the personal touch they crave but seldom get from other places they do business with. Remember, word of mouth marketing is still the most powerful form of marketing.
Have you ever considered having a celebration for your past and present clients? How about inviting your soon-to-be new clients out for an evening of fun? Even small events can generate a large return, with proper follow up. They are also a great way to engage a large portion of your ideal clients for a much lower investment from your company than most traditional marketing tools can deliver.
To stand out and attract more clients you have to reach out first. Create a defined customer experience for your clients that will keep them engaged with your company, products, and services. When you do, your clients will keep coming back for more, and they’ll bring their friends with them too!
Connect with our guest author at The Promo Syndicate today!