How Firms Can Create a Better Customer Experience to Increase Growth

Whether you have an accounting, law, medical firm, or small business, you know how important the customer experience is. This is vital, especially if your business relies heavily on referrals and word of mouth. Reputation is the backbone of your brand and it will determine whether you grow or not in the future.

While customer service is a big part of that, it’s not the only part of the experience. Clients measure how well you communicate with them, how much they perceive your value to be, and how user-friendly the tools you provide are – such as a website. This combination is critical to any successful firm.

Through an optimized technological strategy, firms can create a powerful customer experience—starting from the first point of contact, the moment you provide your service, and long after when they’re home or at their office.

Below are a few ways businesses can optimize their operations.

“The customer’s perception is your reality.” – Kate Zabriskie

Create a Platform They Can Easily Use

The service you provide is essential for any firm. But so are the resources you provide after. The more you give for your clients, the better they can serve themselves which will save you time – the most precious resource in your business. This also increases the clients' perceived value of your services.

About 88% of customers expect brands to have self-service portals. Not only does this mean firms should have one, but it also signifies the importance of creating a great user experience in the face of competition. If clients prefer another’s full experience, you may lose them.

A great platform would allow your clients to log in and navigate their account for resources. They can initiate payroll, send or receive files, integrate different software, and more. These features connect both of you for an intimate and effective experience.

Develop Seamless Communication

Communication is the bedrock of any good relationship, especially for your clients. Offering any easy way to communicate and respond makes all the difference. When 88% of clients would pay more for a better customer experience, firms should create a strategy to offer the best service in the market.

The right IT setup would allow integration for your website and database focused on communication. Imagine seamlessly using Google Calendar and Gmail to schedule appointments, interact, and having it all work together. This efficiency makes client experiences more pleasant and makes it easier to communicate.

This also creates a personalized service. To put it in perspective, 49% of customers make impulse purchases when they have great customer service. When you are offering upgrades or cross-selling services, your communication and relationship with the client will factor in with almost half of all decisions.

Measure Your Progress  

As you create a brand built for growth, measuring is required to know where you stand in your progress. The biggest challenge firms face is the unique needs and situations they have and trying to find something that can organize it all in one place.

Today, we have the technology to bring all your customized defined metrics and put them all in one place. With the tools combined with your data, presented in a dashboard, you can analyze your information and interpret it for the best decisions.

Imagine the information you can use relating to your website use, email, social media marketing, business reviews, and more. You can also respond to everything in one place and take action. Like a pilot in front of his controls, you’ll be equipped to make the best choices for your firm’s future.

Make Appreciation a Priority

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos

Finally, show your clients how much you appreciate their business. And often. By developing a strong database for client relationships, you can keep track of how often you connect with them and keep tabs on some of their concerns and goals.

By investing in your relationships, you build loyal fans. They not only trust in you and your services, but they will also spread the word to everyone they can. They become your biggest cheerleaders and make sure everyone knows you are the best firm in town.

Creating the tools to keep track of relationships and integrating them into your IT resources can make the process efficient and fruitful.

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Firms have the best tools at their disposal. By investing in the right IT solutions and developing a future-focused strategy, they build a positive trajectory that leads them to success. This requires putting clients first and investing in the right resources to make it possible.

If you are interested in using technology to grow your business, contact me for a free consultation about your strategy.

Ahmed Bedair is the CEO of Cloud Converters, a leading organization that transitions small businesses to smart businesses by optimizing digital marketing and cloud technologies for one centralized platform. For over 19 years, Bedair has built a proven reputation for pushing small businesses to the next level through winning IT solutions.