10 Keys to Improving Your Client Experience in 2019

I have seen many companies and individuals mention, “2019 is the year for Client Experience” or “2019 is the year for focusing on your Customer’s Journey” etc.

To ensure you are geared up, I wanted to share a few keys that I have gathered. These will help you move faster toward a solid client experience in 2019.

1. Build Relationships

Give every employee the permission to surprise and delight your customers.

Joe Everest of Ozarks Fence, implemented this strategy in his business and now his team members feel empowered to make those intentional connections. His team consistently looks for unique ways to build deeper relationships with each customer.

Empower your team to truly connect with your customers and you will see massive results.

2. Bring Indirect Value to Your Clients

Run your business in a way that attracts and retains the types of clients that you desire. Sandy Higgins of Crackerjack Shack, has a way of bringing exceptional experience to her clients by running her business in a humanitarian and clean manner.

The partnerships she has crafted with t-shirt manufacturers and the way she runs her operation with almost zero waste, is a draw for her clients.

Look to operate your business in ways that impact your client’s experience behind the scenes.

3. Focus on the Small Things

Details matter. We all know that, but in an industry that is so saturated, Craig Jamison of Shelter Insurance, had to find ways to stand out. One way he does this is by providing a custom wooden “Welcome Home” plaque for each of his clients that purchases homeowner’s insurance with his agency.

Brainstorm some ways that you can differentiate yourself by doing something small but memorable.

4. Ensure Your Team Has Your Back

Bill and Jared of Duckett Ladd - CPAs and Advisors, talked about have the right people in the right seats - essentially building a dream team that will provide your clients with an incredible experience. Clancy Parks of Parks & Jones, said, “You can only treat your clients as well as you treat your employees”.

Take an inventory of your employee experience and make adjustments accordingly. Invest in them and they will return the favor to your clients.

5. Regardless of What Industry You Are In You Can Maximize the Experience

You are in the customer service business. Customers are the lifeblood of all businesses.

Rich Callahan of Air Services, is in the HVAC business but he sees it as a different perspective. He views his company as a customer service company that happens to be in the HVAC business. Down to the cleanliness of the uniforms that the technicians wear, every employee knows that they are in the customer service business.

Take a look at how you and your team view your business. Are you actually in the customer service business as well?

6. Don’t Lose Your Customers in Your Metrics

Find ways to get some “boots on the ground” time with your clients.

For example, in Ari Weinzweig’s restaurant, Zingerman’s Roadhouse, he walks by every table, ensuring their water is full. This allows him to do two things: first, it allows him to serve his customer’s where they are. Second, it allows him to gain feedback from customers as they are experiencing his business.

Gauging customer experience doesn’t have to be complicated.

7. Connect with Your Clients Where They Are

When you tailor your messaging, tone, expressions, and actions to each of your individual clients, you will find they feel more valued.

Go above and beyond in figuring out exactly who you are speaking with and what you can do to maximize that conversation.

Ensure you are communicating to your clients in a way that works for them.

8. Serve Your Customers

Take a selfless approach as you begin 2019. Look for ways that you can serve your customers, better yet, Jonathan of Grooms Office Environments, brought up the idea of serving your community alongside your customers.

If you serve your community with your customers, a business can create a bond that can build lifelong customers.

9. Be Consistent

Craft a consistent journey that your clients progress through and have your team members educated on what that process is. This can reap many benefits.

Regardless of which team member is interacting with the client, they all know where the client is in the journey and can speak to that part.  

10. Always Be on the Lookout for Ways to Provide More Value

There is always one more thing you can do for a client.

Imagine a scale from 1-10 (1 being the most basic experience and 10 being the most extravagant experience) and then craft scenarios around each rating.

After you have that, push the limit - what would an experience look like with your business if you went beyond the 10 and made an 11, 12 or 15.

Don’t be afraid to map out the experiences and push towards them.

I hope you find these 10 keys useful and tactical enough to put in place.

More to come as we head further into 2019 - There are many exciting guests and even more insights coming your way from my podcast - Client Experience Architect!

Remember - If you have fans, why not make them raving!

Have an awesome day!

Zach