Never Lose a Client Again: Mastering the Eight Phases of the Customer Experience
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, I discuss:
- 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
