The Next Competitive Battleground...

"The customer experience is the next competitive battleground."  ~Jerry Gregoire

You’ll find one thing common in most successful companies – careful thought given to how they treat their clients and more importantly, how their clients perceive it.

There is a great shift taking place in business amidst heavy competition – clients are becoming increasingly demanding and choosy about who to give their money to and they have more choices now than ever.

A stat to think about:

89% customers will shift to companies providing better customer experience and engagement.

We know that:

     -women are our main drivers of business

     -women want to know we care about them as people, not just transactions

     -women want to be understood

     -women want it to be easy to do business with you

     -women want their experience to have meaning

Going above and beyond to make an emotional connection with your customer is always worth it in the long-run.

Spend time getting to know your clients and learn their stories. Know the names of their children and their personalities. Journal this information to use during the course of their time with your business.

A mom will always appreciate your interest in her children. They are the most direct way to her heart. I have done a selection appointment where the actual decisions were made in 45 minutes and then, mom just wanted to sit and talk for another 45 minutes. She simply wanted to relax and feel important. It was her afternoon out of the house and with other adults:-) 

Another thing we have learned is to not rush through any appointment. We make sure to leave plenty of time between each in order to be able to spend the time that client needs. Patience is key here. 

Keep in touch using both tried and true methods of writing notes or calling and then, add texting and emailing to those methods. We use ALL of these ways to keep in touch. 

We have found that more time spent with a client typically means they will invest more in our business. INVESTMENT OF TIME = INVESTMENT IN YOUR BUSINESS.

You can read more about what we do at Waldens in our Pampering Journal. Grab it here for more great ideas on taking your customer experience up a level.