Date post: | 13-Jan-2015 |
Category: |
Business |
Upload: | stephanie-weaver |
View: | 356 times |
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Creating great client experiences
Stephanie Weaver Experience & special diets menu consultant
1. INVITATION
• Website: Loads quickly? Makes sense? Mobile-friendly?
• PR • Marketing: Ads, brochures, rack cards, branded
vehicles, uniforms of delivery people • Telephone: Do they get a human when they call? • First impression: What does the outside of your
business/office “say” about your services?
Invitation includes
2. WELCOME
• First impression of the inside of your business • First greeting (phone or in person) • Customer service • Sales/ticketing functions (if applicable)
Welcome includes:
IMPACTS OF POOR SERVICE
1 unhappy = 10 unhappy
3 unhappy = 1,000 unhappy
Avg. loses 20% annually
68% b/c of staff attitude
Costs 5X more to attract new
Yelp is forever
1 bad=2/3 leave
PUTTING PEOPLE FIRST
• Put your staff before revenue • An empowered staff is your greatest asset • Talk to your front line employees regularly (if you
have them) to learn what customers are really saying
• Reduce costs by keeping happy, productive employees: less sick time, less recruiting time/cost
3. ORIENTATION
• If there is a map to reach your venue • If your event is at a venue large enough to require
wayfinding/directional signs • Explaining your processes or contracts to clients
Orientation includes:
4. COMFORT
• Helping clients feel at ease with your company • For event guests:
– Seating – Restrooms – Lighting – Sound levels – Temperature – Food (speed of service, dietary needs met)
Comfort includes:
5. COMMUNICATION
• Written materials (contracts, brochures, website) • Verbal communication with clients and event
guests • Tone/voice of your business (e.g. Joe’s on the
Nose vs. Hornblower Cruises)
Communication includes:
6. SENSATION
• Adding and delighting all five senses when designing events: scents, visuals, textures, sounds, and tastes
• Designing in surprises, especially when they are random from the guest’s perspective (Congratulations! As our 5th client signing this month, you receive 15% off our services!)
Sensation includes:
7. COMMON SENSE
• Pricing (are you checking the market regularly?) • Collaborating with other people in your field, like-
minded businesses, and businesses “outside the box”
• Talking to customers via social media and post-event surveys as well as regularly reading Yelp and other reviews
• Following trends: trendwatching.com • Alignment: Do your business practices match your
mission and your brand? And, are you communicating that?
Common Sense includes:
8. FINALE
• Designing your last impression • Exit script at venues • Take-home items included in the experience
– Receipts – Ticket stubs – Flyers – Cards
• Paid souvenirs (branded gift shop items)
Finale includes:
MEMENTOS (free)
• Receipts • Ticket stubs • Cards • Flyers
Memorabilia Souvenirs (paid)