Ways to Enhance Your Brand’s Customer Experience
Ways to Enhance Your Brand’s Customer Experience
When done right, the way you communicate can even become a beloved part of your customer experience.
The customer experience that you deliver in your business is becoming increasingly important across all industries. As customers have more options, many of them prefer to spend their hard-earned money with a business that will make the experience an enjoyable one. In fact, studies show that customers are willing to pay more for an experience that suits them better. Even with all the benefits of delivering remarkable customer experiences, many brands still struggle with the basics of it.
I just finished the first phase on a client project that included interviewing a number of its customers. What became clear about the industry is that there is a ton of frustration for stakeholders along various parts of the customer journey, due to a lack of communication, particularly around the process of how things work.
Over the past few weeks, I’ve been sending emails back and forth to the team at my lawyer’s office, verifying they received documents I sent them, ensuring sure they have everything that they need, and inquiring about the process and next steps associated with a project they are working on for me.
Late last night, I received an email from the lawyer letting me know everything is in good shape, and they will file my paperwork today. She gave me a high-level overview of the next steps in the process before adding, “I notice that you haven’t made any payments since your initial retainer in November. If you could please make another payment this week, I would greatly appreciate it.”
My initial response was relief about knowing that the process is moving forward, but it was followed by frustration in what felt like an implication that I was late in making a payment. I’d never received a payment schedule, and the last time anyone mentioned anything to me about making a payment was for the retainer.
