Are you running a business or planning to start one? If so, let’s talk about something super important: creating a great customer experience. It’s not just a trend; it’s a necessity. Trust me, your customers will love it, and your business will thrive because of it. So, let’s dive in!
What is a Customer Experience?
First things first, what exactly is customer experience? It’s all the interactions a customer has with your business. Every part of the customer journey matters—from browsing your website or social media to making a purchase. A great customer experience can help you build brand loyalty, improve customer retention, and increase revenue. Remember, the goal is to make your client’s experience seamless and effortless.
Here’s a tip: think like your ideal client and consider the different journeys they might take. For example, if they visit your social media, think about the actions they might want to take next. If you think they’d want to reach out after seeing your social media, make sure you have a clear, easy-to-find button or link that directs them to where they can contact you. If you think they’d want to check out your website next, include a link that redirects them there. By thinking like your ideal client, you can create a seamless, enjoyable experience that keeps them coming back. We do this for all the questions we come across in our business.
How to Start Building a Process or Customer Experience
So, how do you create a great customer experience? It all starts with understanding your customers. You need to know who they are, what they want, and what motivates them. Researching your target audience is the best way to start crafting your customer experience. Get to know them. Look into where they hang out online, how they consume their content (audio, articles, videos, etc.), and their preferences. Once you understand your customers, you can start designing a product or service that meets their needs.
Next, you need to create a user-friendly design. Your product or service should be easy to use and intuitive. Think about the steps your customers will go through and what you would expect if you were in their shoes. We wanted our process to touch on every important aspect a brand and website should have. We wanted to be a guide for them every step of the way.
Once you’ve figured out your process, keep tweaking and improving it to continue providing great value through your offerings and knowledge. The best way to improve your process is to ask for feedback from your customers. This will allow you to fine-tune your experience that much more. Sometimes it may be hard to hear some of the feedback or the feedback may not be what’s best for you. The goal of the feedback is to find areas where your process or customer experience can improve. Over time, you’ll have a process or experience that’s dialed and improves your efficiency, scheduling, and more.
How A Customer Experience Affects Your Pricing
When you invest and really think through your customer experience or process, you end up delivering an amazing experience to your customers. Have you ever bought something and deep down you felt like maybe that wasn’t the best purchase? Well, if you are fortunate enough to have never experienced that feeling, let us, those who have, share what it feels like. It’s terrible. It feels like you took that money and flushed it down the toilet and it is on replay.
Let’s be honest, that feeling lingers. The more expensive the purchase, the longer the feeling lingers too. The moral of the story, your amazing customer experience will prevent your customers from experiencing this and they will thank you for it. You will begin to notice a lot more word-of-mouth referrals. The goal of the experience is to create raving customers who refer business without a second thought. This is still one of our best sources for new clients.
Now, with all those ranting and raving clients, you can begin adjusting your pricing to match your level of service. More importantly, when you do increase your price, the customer experience will speak for itself and justify the pricing. Why, you may be wondering? Well, the reason is that your customer experience or process makes them feel 100% confident in your ability and expertise. To put it simply, they feel well taken care of and their investment was a good one.
Watch Your Efficiency Improve
Another important part of creating a great customer experience or process is how critical it is for your efficiency. Your experience or process will get you in a groove so to speak. You will become so much more efficient because your process is addressing all the little hiccups you could experience in your offering. Again, that is why constantly fine-tuning your process is so important. So anytime you do notice a hiccup that occurred, you can incorporate a step to address it. We are always told our process feels like it addresses everything regarding a brand or website even things they didn’t even consider. As a result, our projects are smoother, we are able to schedule projects better, and we can manage our projects knowing where each project is at in our process.
To take it a step further, you can begin to automate parts of your process to become even more efficient. For our process, we ended up using a few platforms to improve our efficiency. Here are the softwares we use to help improve our process:
1.) Dubsado – Our client management system where our inquiries get added and where we handle proposals, contracts, invoices, and more.
2.) Asana – Keeps our communication with our clients all in one area and allows us to share a task list for them to complete before starting the design.
3.) Dropbox – This allows us to share files like images, videos, content documents, branding files, and more.
Wrapping It All Up
A great customer experience is essential for any business. By understanding your customers, creating a user-friendly design, and delivering a seamless customer experience, you can build brand loyalty, improve repeat business, increase revenue, and improve your efficiency. So, invest in your customer experience, and watch your business grow!
Reach out to us with any questions you have about our process or the struggles you’re having with your own. We’re happy to help where we can!
