It is very nice to believe every day we all work hard to create the best customer experience we can for our clients and customers in whatever business we operate, right? We train our teams on how best to interact with our clients. We train our staff on the details of the project. We even send out a survey to attain valuable “feedback”. But is it working?
Better yet, what are we actively and intentionally doing to create the “Best” customer experience we can create every day? It’s hard work!
Below I have outlined a few Best Practices I believe will help. I believe that by working these concepts every day, along with other Best Practice business systems, we can really get that valued repeat customer coming back time and again! They will not want to look at any other options available to them. Make no mistake……your competitors are trying to acquire your customers every day.
After all, in the end our desire is to keep our customers coming back over and over again. It takes consistent, intentional effort and hard work to keep that perfect customer. We know it is far less expensive to market to an established, satisfied and happy customer than to a new customer. Customer acquisition costs are very expensive in the market today. To retain, re-sell, cross-sell and up-sell to existing satisfied customers makes good common sense and business sense.
Business systems, when implemented properly, control the flow and rhythm in everything we accomplish on a day-to-day basis. To implement the proper checks and balance systems in customer experience is critical to measure, monitor, adjust and control the outcome we desire.
Once we have identified that perfect customer, now what? Certainly we expect to provide goods or services properly, but what is next? The service after the sales is every bit as valuable as the sale itself. In fact, I believe it is more important, as it sets up your relationship for the future. What is the lifetime value of a client in your business? Are you maximizing that value? Are you aware of the customer lifetime value potential? Or are you simply happy with the one-and-done transaction?
