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How to Improve Your Client Relationships
• Pre-touch: Your marketing, social media, blog and all set the stage for the customer’s experience and expectations.• First touch: The initial interaction with your product, team or location. “Eighty percent of your client’s permanent impression of you comes from that first touch,” Webb says.• Core experience: “You must be a constant, active observer—always looking for clues where you could potentially miss the mark with your client,” he says, noting that the vast majority of unhappy customer experiences occur during this period, when familiarity can breed laziness, if not contempt.• Report out: Create systems that measure and to them. Share these results in regular reports.• Send-off: Leave them with something unexpected.
