Never Lose a Client Again: Mastering the Eight Phases of the Customer Experience
EPISODE DESCRIPTION
As my team and I make changes to our systems and processes to enhance customer care, I thought it was the perfect time to talk about the customer experience. Do your customers feel personally cared for while working for you? Do they get a sense of who you are, even over text? Or is there a barrier between you and the client that never seems to come down?
Today, I'm using principles found in the book Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days to lay out a step by step plan to improve your customer experience. I've personally seen how going that extra mile for a client can double the package they're buying from you and elongate the relationship way beyond a one time exchange. But how can you actually, tangibly put this into practice?
It's actually not a matter of reinventing the wheel with every client you come across. You can follow a very clear structure that leads to clients who feel seen and keep coming back for more. I can't wait for you to tune in and start putting these tips into practice!
Be sure to leave a rating/review and share the show on socials. In a world that's not revolving around an algorithm, it really means the world!
In this episode, we cover:
When to ditch professionalism and just...speak like a person
Why it's important to create a personalized customer experience
So much of the personalization comes from asking the right questions
The eight phases of the customer experience
If you want to chat more about this topic, I'd love to chat more over on Instagram @elliemcmakin!
RESOURCES
RELATED CONTENT
Enhancing Your Customers Journey with Upsells (Blog Post)
Make More Money Challenge Day 3: Effortless Upselling (Podcast Episode)