Client Experience Matters

Client Experience is how everything happens between the moment a prospect becomes a Client and makes payment, all the way until the product/service they’ve purchased has been delivered in it’s entirety. It should not be mistaken with Client Service, which is just part of the delivery of the product/service.

Let’s look at an example of what Client Experience truly is:

Somebody walking into your shop, finding an item they want to buy, going to the till, buying it and walking out.

Throughout that, there are many things that are part of the experience — how the shop looks, the temperature, the space, the smells and sights, any other visitors, the staff walking by, how the products are laid out and are easy to find, how long the queue is at the till, how friendly the staff are, the checkout purchase. The list goes on.

The key here is that most of these are not major to the prospects decision to buy and many are not normally noticed much at all — but subconsciously, what happens and how it happens gets added up in a little score card in people’s heads. The higher the score, the better the experience is, the more likely they are to return to the store to buy again, or tell others.

This example is of course of a physical store — but Client Experience refers to any other type of business — whether somebody…