Recently, I went through a client survey I sent out to some of our current clients and I asked them a series of questions and the overall theme I kept coming back to was “Clients want a Better Experience”
This week I am looking closer at our clients’ feedback and I am noticing there a number of areas where the client experience was less than favorable. Some of those areas included:
- specific pages on our website
- a particular phone call experience
- some work that had to be performed again
- an error in billing
- some information did not come over well on smartphones
- the website was slow
The great news is every single one of these areas can be looked at and improved. The key is addressing these issues with the clients and being able to show them how the service overall has been improved. Too often, we look for new projects to work on at the start of the year. This is important too, but if these same comments come up at the end of the year, have you really gained anything.
In addition, it is critical to work with your internal team on a rebound plan. When these types of issues happen, they cannot be ignored. These types of issues need to be recorded and monitored. Errors and mistakes will happen. How these issues are addressed is much more important. More emphasis needs to be placed on making sure clients’ needs are being heard and addressed. Issue management is a key area to retaining these type of clients.
What areas will you focus on with respect to improving the client experience? Ask your clients for feedback. The answers might surprise you.