“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos

You + client + experience = unique combination that truly allows your brand to stand out from the rest. Creating a high-touch experience should be something we all strive to cultivate for our customers. Honest moment here, I know many of us hear the phrase “high-touch” and we cringe a bit inside. Another aspect of our business that takes more time that you have, more resources and honestly more energy. But what if I tell you that it doesn’t have to be so overwhelming, that the little touches make the biggest impact and you can create a system just like anything else in your business.

In this day and age of instant everything and quantity over quality, we lose that connection that really fosters true relationships. How many of us get super excited when we get a piece of mail (that’s not a bill or an advertisement — so tired of those right?) that we weren’t expecting, that is of great quality, and it has a personal touch?!? Say what!! That’s a winner winner chicken dinner right there! We instantly light up, we feel special and valued and now we want to share this with everyone. See how easy that was to truly positively impact someone’s day, nurture a relationship and express gratitude all with a handwritten notecard that’s branded to your business/event. Now that individual will have you in the forefront of their minds next time someone needs a recommendation for the service you provide or to just share the experience they had with you because it connected with them emotionally and people will always remember the way you made them feel.

Upleveling your client experience can be done in simple ways that don’t add a huge time commitment for you but are really impactful. I have listed a few ways below and I encourage everyone to try and find a way to make small changes with your clients. We want them to remember you long after the service is completed and the events end.

Client Experience Ideas:

• • Branded stationery (notecards, celebration cards, welcome packets)

• Client gifts
  • • Gift boxes
  • A personalized gift based on clients interests (this can be a part of your onboarding process/questionnaire)

• • Automation (create workflows to ease and streamline client on-boarding, off-boarding, and communication)

• • Encourage and respond to client feedback (include feedback forms at the completion of service)

• • Highlight customers (via the website, social media, email marketing)

• • Show gratitude to clients (a simple thank you carries more meaning that you know)

• Connect + nurture your clients — truly understand their needs, how you can help via your service product or even you as an individual. Personal attention and connection work to create brand loyalty, value, and an authentic relationship.

I can’t wait to hear how you upleveled your client experiences, comment below, send me an email or tag me on social media I’d love to share your wins and connect.

Until next time….all the best!

-Terrica