Why You NEED a Customer Experience Plan
Customer experience? What the heck is that? Is that like customer service?
Well, yes, and no. It's service, but it's more than that. And it can make you more money if you do it right. It can also keep clients away if you do it wrong.
Don't worry though! I absolutely love helping people with their customer experience plans. But first we need to talk about WHY you NEED one!
I won't bore you to death with statistics, but I will give you some that will prove why a positive customer experience needs to be the backbone of your business.
It used to be that you could simply be really freaking good at what you did and that would be enough. It just isn't the case anymore.
In any moderately populated area there are more than one "great photographer," "fun boutique," or "phenomenal hair stylist." I'm not telling you this to upset you, but rather to prepare and equip you so that you can stand out.
Here's how I view customer experience and why you need it...
Customer experience is the full emotional experience of dealing with a business. It's often the small details and personal touches that are hard to put into words, but are felt deeply.
When a client feels a deep, emotional bond with a business, they are more likely to return, more likely to spend even more with you, and more likely to tell their friends about you.
But you don't have to take my word for it! Check out these mind-blowing stats...
“It can cost 5x more to acquire new customers than to keep current ones.”
“Instead of always feeling like you have to hustle to bring brand new people through the door, really “wow” the clients you already have. They will want to come back because you make them feel like the VIPs they are!”
“The average repeat customer spends 67% more in their 31st-36th months with a business than months 0-6.”
Give your clients a reason to return! If you make them feel welcome, build a relationship with them, show them you really want to listen to their needs, and tailor solutions just for them (even when it might mean they spend less initially) they will feel compelled to return. If you have a bookable service, and it makes sense to rebook at the completion of a service, then do it! If you have supplemental product you sell to go along with a service, make sure you offer it. If you offer specials just for returning clients, make sure you find out the best way to contact them, and record their info.
“92% of customers say they trust word-of-mouth or recommendations from friends & family above all advertising.”
Lastly, give them such a memorable and meaningful experience overall that they cannot help but tell their friends. Make it easy and fun for them as well. Do they get a referral incentive? Are you even asking for referrals? Do you offer any fun events or workshops where they can easily bring a friend along? The power of word-of-mouth is undeniable, so make sure you are taking advantage of it!
Let me know below in the comments or in our Facebook community group if you are already doing any of these, or if you got any "Ah-has!"
