Most firms think about client experience at the moment of service delivery. But the experience starts before the engagement begins and continues long after it ends.
Every touchpoint from the pitch, the onboarding, the updates during an engagement, the invoice, the follow-up shapes how a client feels and whether they come back or refer others.
Delivering exceptional client experience is the number one tool companies have to keep clients engaged and coming back.
Unfortunately, many companies are not deliberate in how they deliver experience, instead focus on one client touch point. When building experience programs, every time a client interacts with a company must be considered.
As much as we would like them to, not all clients are created equal. The most profitable new business is often sitting in your existing client base.
Understanding which clients have growth potential, which are at risk, and how to deepen those relationships is a discipline, not a conversation.
I define client programs that show profitability and ensure the correct resources are being applied.
I consider succession planning to ensure client demands are met.
I work to ensure all client touchpoints are focused on making the client feel special.
I build your story when responding to proposals.
I help build client listening programs to quantify where you are winning and losing clients.
"(Mark) Takes a solutions-oriented approach to challenges and handles them through to resolution." Shawn F. Small Business Owner
Contact me today to learn how I can help you achieve your marketing goals.
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