As a small business owner, pleasing your customer and creating an amazing customer experience is one of our top priorities. In the sea of other service providers, incredible agencies, and Done-For-You wizzes out there- it’s key that your services stand out from the crowd.
Customer experience is defined by the interactions and experiences your customer has with your business, from the first contact to becoming a happy and loyal customer.
Customers that rate companies with a high customer experience score (i.e. 10/10) spend 𝟭𝟰𝟬% 𝗺𝗼𝗿𝗲 𝗮𝗻𝗱 𝗿𝗲𝗺𝗮𝗶𝗻 𝗹𝗼𝘆𝗮𝗹 𝗳𝗼𝗿 𝘂𝗽 𝘁𝗼 𝟲 𝘆𝗲𝗮𝗿𝘀- so it’s very much in your interest to have a happy, raving customers!
Avoiding BAD customer experience is seemly easy, no one wants to be known for terrible customer experience and so we avoid it actively. But how do you strive for the polar opposite- how do you strive for that white-glove-shout from the rooftops white glove customer experience?
Here are some strategies for delivering a memorable white glove customer service experience.
◊ Kick it off on the right foot.
Starting any client relationship on the right foot is key to engraining a lasting good memory of the experience. Make sure that the client in question instantly gets a thank-you and welcome onboarding email with all of the information they need for the next steps of their customer journey. This can include login details for a course platform, links to book their first kick-off call and a general all-around welcome to the family feel to it. Strive to collect their address in the contract or payment phase of their journey to avoid too many back and forth emails. Capturing their address will also allow you to send them a cute little on-brand gift- even better if you have custom ones made with your logo and branding!
◊ Take note of important dates and celebrate them!
It’s the little details that all add up to a fantastic customer experience- take advantage of this. During the initial onboarding phase of your client’s journey with your company, collect your client’s birthday, and make note of it in your Project management tool or in your customer database. Create a task for yourself 2 weeks prior to their birthday to send them a little card and wish them a good one for their big day. There’s a reason big brands in the online shopping world inundate your inbox around your birthday with 10% off coupons- it s great client satisfaction and retention strategy!
◊ Keep your communication stream open and transparent
White glove experience isn’t just about unrivaled initial gifts and goodies- it’s also about the ongoing support that you provide to your client throughout their journey with you. Make sure that you set expectations and provide clear communication paths for your clients. Limit the way they can get hold of you to 1 platform to keep it simple and let them know how long it’ll take to hear back from you.
Often customers are dissatisfied because there was a disjointed understanding of your boundaries and expectations. Make it clear from the onset.
A positive customer experience starts at the initial phases of their journey with you and runs right through to their offboarding. It’s therefore essential to ensure that throughout- you are supporting them. white glove customer experience comes with a sense of luxury and effortlessness- embody that in your entire customer journey and you’ll have raving customers and retention rates through the roof!