This featured article is brought to you by: Brittney Johnson, Customer Experience Specialist & Certified Operations Director

We’ve all been on the receiving end of a poor customer experience.

That time you had to call customer service and were routed to multiple departments; having to repeat your reason for calling over and over again.

That time you submitted a ‘Contact Us’ form via a company website inquiring about services, but no one ever followed up with you.

Or how about that time you reached out for login support to access content you purchased in a course or membership and it took three to four days for someone to respond to you?

Anytime there is a gap in support and resources a customer needs to feel good about their investment you lose money. Customers are far less likely to renew or take an upsell into something else. They’re far less likely to refer you to future business. And what they’ll tell others about the experience with your brand wont have folks clamoring to buy from you.

It doesn’t matter if you’re a Coach, run a SaaS company, or if you’re a Professional Service Provider like a Bookkeeper/Accountant. We’re operating in an “Experience Economy” (Forbes, 2023). When you don’t have the proper communication tools, procedures, and intentions in place to support how you serve your customers it costs you money.

AVOIDABLE LOSSES

Reputation:

Do you remember on Doug how Mr. Bone, the school Principal, always told Doug something was going on his ‘Permanent Record’? That’s basically what your reputation is. It’s the general opinions & beliefs current and future clients have about your brand. Knowing that it’s obviously in your best interest to ensure that the experience customers have with your products/services and every touch point in between is one that will leave them singing your praises; not telling horror stories.

Referrals:

Word of mouth goes both ways. People love talking about themselves and the experiences they’ve had. So when someone asks what they think about one company vs. another or when they mention they were thinking of spending money with a particular brand, you can bet your bottom dollar that they’re gonna tell them the bad and the ugly first before finishing with a little bit of the good. Give them more good to tell than bad.

ROI:

Customer acquisition is one of the biggest expenses for a business. Ad spend, content creation, marketing support. You spending time or money to keep your pipeline full – if not both. The unfortunate thing is most people focus too much of their energy and money on acquiring new customers when it’s much less expensive to retain the ones you have through intentional relationship building, effective communication, trust, and transparency. Bleeding customers post-purchase is a choice.

SO HOW DO YOU AVOID THAT DUMPSTER FIRE?!

You create from a place where the customer’s needs are at the center of any decision you make.

This will require that your entire team work together as you build the customer personas and journey map. Why? Because every phase of the journey will expose different customer needs, expectations, and feelings that you will only be aware of if you communicate, collaborate, and build connections with your team and with your customers. Gen Z has quickly replaced Millennials as the most influential consumer demographic, showing businesses that they care about the humans behind the brand; expecting them to be truthful and authentic (Forbes, 2023).

Remaining profitable in today’s economy demands that you shift to meet consumer needs and expectations. Do the work to cultivate trust, create interactions with minimal friction, fewer clicks, responsive support, and that’s personalized to your customer. That is how you cultivate an exceptional customer experience.

This featured article is brought to you by: Brittney Johnson, Customer Experience Specialist & Certified Operations Director

Brittney committed to customer care back in 2004 and has been showing up to create exceptional experiences for others ever since. With a Bachelors in Psychology, she has always had a passion for how people experience the world around them. An empath, mom, lover of coffee and animals; Brittney brings a light that illuminates the path for others working toward the happiness and success they desire.

She founded Virtual Synergy Consulting in 2019 offering Virtual Assisstant support to coaches and agency owners. In 2021 Brittney earned her certification as a Direct or of Operations and has since chosen to focus her impact on improving the experiences clients have with professional business services and providers. This work drives organizations toward their business goals while also creating loyal customers that become brand advocates – so both the organization and the customers win!

Her business consulting services are tailored toward the needs of organizations and service providers who desire to elevate their customer experience through communication, collaboration, and connection; her 3C Method for developing these exceptional experiences for customers. Brittney’s method helps her clients transform customers into raving fans and brand advocates. Easily slashing marketing spend, boosting customer retention, and increasing profits.

>>>>>> Want to start focusing MORE on your client experience so that you can increase your profits in no time? CLICK HERE!!!! Brittney is graciously offering a discounted rate for her Client Experience Assessment of $497! This is SUCH a steal and ONLY available HERE so make sure to get this booked ASAP so you can transform your client experience process to one you’ve been dreaming of.

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