Providing an outstanding customer experience

Brought to you by the Lead Forensics Knowledge BaseExcel in customer retention for ultimate business growth

2020 7206 7293 | www.leadforensics.com

Brought to you by the Lead Forensics Knowledge Base - Excel in customer retention for ultimate business growth

Providing an outstanding customer experience can hugely benefit any business: helping you retain clients, kickstart positive referrals and ultimately grow your business.

In contrast, a poor customer experience can make it very hard to succeed - unless you’re a monopoly, which is rare to find these days.

Your ultimate goal should be to create a client for life. Even if you only sell to them once, provide them with an experience so good that they will engage with you again and again. This will go a long way towards helping you establish an amazing reputation and (very valuable) chain of referral marketing.

Here, we’ve outlined the most important points for making sure your customers love you.

New customers

• Onboarding: Have a plan, map and process in place for how a new client will be onboarded. Make sure it’s available to them too, so they know what they can expect

• Know who’s who: Make sure both sides know who to talk to, about what, and who is responsible for what

• Process: Outline the entire process as much as possible

• Open communication channels: Find out how your customers like to communicate and accommodate them. Or, if you have a better system, gently introduce them to it

• Internal setup: Know internally how a new customer is being dealt with

• Contact information: Make sure this has been exchanged on both sides

• Other relevant information: Share all relevant information that is necessary for the success of the project or sale

• Fulfilment: When it’s time to deliver the goods:

- Deliver what you promise (the most important thing of all)

- Under promise and overdeliver (it’s great to deliver, it’s even better to delight by overdelivering)

Existing customers

• Feedback: Have a process in place for gathering in regular feedback and an internal mechanism to ensure you act on it

• Listen: When customers voice anything, be it praise or criticism, do you listen? What is your process, so you don’t miss any information that could potentially help you improve

3020 7206 7293 | www.leadforensics.com

Brought to you by the Lead Forensics Knowledge Base - Excel in customer retention for ultimate business growth

your processes?

• Check progress: What are the goals of the project/transaction and how can you check on progess? Asking ‘are we on track?’ should be happening at regular intervals

• Milestones: List all the project milestones and check your progress against them

• Manage expectations: Do you know what the customer expects of you? And do they know what you expect of them? Clear communication from the outset can help eliminate many problems

• Always aim to improve: How can we improve? Asking your existing customers is one way to find out

• Support: Think where customers can go when they need help:

- What channels?

- Which personnel?

Ending customer relationships

• Feedback: Why did it end? What could have worked better? What worked well?

• Keeping the door open: Managing the end as well as possible will increase the likelihood of referrals

• Internal analysis: What did we do well? What could we have done better? What do we need to improve?

• Learnings: Prepare a summary of key learnings about the customer relationship. In transactional businesses, this should be less about the transaction and more about satisfaction with the product. In service type businesses, learnings should help you improve the overall process and project management.

Customer experience management

• Analyze touchpoints to create a top customer experience. This should include:

- Tracking customer experience

- Improve all touchpoint and any ways customers interact with you

• Keep your promises: The simplest way to achieve an outstanding customer experience

• Use content marketing: For advice on this check out - How to use content marketing to retain customers – and why you should!

4020 7206 7293 | www.leadforensics.com

Brought to you by the Lead Forensics Knowledge Base - Excel in customer retention for ultimate business growth

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