I’m at the point in my life where I seek to buy products and services based largely on the experience I receive. There was a time when going out to dinner meant going to places such as TGI Fridays, but not any longer. Today, I seek out that local spot – you know, the kind of place where “everybody knows your name”. The same goes for hotels, travel destinations and every other purchase I make. For me, it’s about the brand story and the client experience. I’m guessing that if you look at your own buying habits, you might find the same to be true.
I see this desire for an exceptional experience everywhere I turn – and it’s happening across generations as well. My grown children who are in their 20s and 30s all seek a rich client experience … and you can bet our clients are, too.
Companies such as Amazon and Starbucks are changing client expectations. Technology platforms used by today’s modern businesses are a key driver in enhancing the client experience. However, technology alone is not enough.
Leading firms are coupling technology with a clarity of services and strong relationships to compete and thrive. Think of technology as the platform that empowers your clients. Clarity is presenting what you sell in a clear and concise manner, and building strong relationships is something you already do well – that is, personally connecting with each client to make them feel special. Today, a great client experience is defined by so much more than a powerful technology platform.
Given the importance of providing an exceptional client experience in today’s market, the question we should be asking ourselves is how does the experience we provide stack up to the competition?
And, more to the point: What can we do to make it even better to retain our existing clients and win new ones?
