Notes

How exactly to Improve Client Experience By Examining Current Policies and Procedures
Recently I decided to run an advert with an area newspaper. After paying the fee I was advised to pay, I was informed after some days that the total amount was under-quoted and hence I needed to pay more. Actually about twice what check here had paid. The person I handled initially, apparently had not been alert to fee reviews that occurred several months before. Now, that has been just a starter. I opted to acquire a refund of the money so that I possibly could proceed to another newspaper - I had done some surveys and figured I could get yourself a much better deal. The primary meal for me personally was this; due to company policies and procedures I possibly could only get the refund after around three weeks. I needed some deep breathing and pattern interrupt to stay cool. Does this come near a shocking experience you experienced because of enterprise policies and procedures?

An enterprise that does not look for and implement methods to improve client experience, on a continuing basis, will certainly lose clients to competitors. Can your enterprise flourish while you are losing clients? Definitely not. Experiences that result in customer delight are vital. You must activate a connection together with your clients and create good memories in their minds. You have to create mental and emotional connections that confirm good client experience when it comes to expectations, imaginations, impulses, convictions etc. Theodore Levitt said, 'The purpose of business would be to create and keep customers.' One satisfied client will bring ten clients. Obviously several approaches may be used to help build and improve client experience. But what roles do policies and procedures play in improving client experience? Just continue reading.

Have a customer - centric strategy. Even before the policies and procedures, build an enterprise model that's organized around the client and therefore market focussed. Orient all of your leaders and employees towards your client. This is the starting place. Monitor client experiences and reward staffs for exceptionally good ones. If you use social media you might also need to take into account your customer interface policies.

Eliminate or modify clauses that are not client friendly or are exploitative. Policies and procedures that for instance, unduly limit time and energy to serve a client, contain hidden charges, authorize unnecessary penalties, prohibit refund of monies, are exploitative etc, need elimination or modification. Maintain open communication channels and don't unnecessarily defend your enterprise or staffs.

Revisit service procedures and sequences. You should examine aspects linked to time, speed of service delivery, documentation, approvals and authorization etc without compromising internal controls. Make sure your staffs have policy guidelines they can easily refer to when in action. Sincerely, don't you think it is possible to improve client experience through these?

Introduce client differentiation. Ensure your policies and procedures help recognize and properly handle different classes of clients. Guidelines that assume every client to function as same often are disastrous. You could use the core client philosophy to create differentiation that generates client delights.

Reconsider cost saving policies. Money is honey my dear, but operational guidelines that only focus on saving your entity money at all costs, create poor client experience. Be ready to give away or restore sometimes. Incidentally, what's your enterprise's experience in this respect?

Improve policies that enhance feedback. Good customer experience is enhanced by feedback. Utilize complaint boxes, customer care surveys, client focus groups and so on. Not think this creates a lot of value? Policies should enhance customer knowledge management - the attainment and use of customer-related knowledge to create value through various experiences for your clients.
Finally, also consider using client care units, and fulfillment houses - entities that entirely focus on customer enquiries, complaints etc, to make sure customer delight. Good client experience ensures high Client Lifetime Value, which denotes the true value of longevity of one's clients. So, you will want to just go right ahead and do it? I know you won't ever regret it.

Just in case you desire to find out more enterprise management skills, check out Clayton's fact-laden book entitled The Wise Entrepreneur at Amazon.

Till then,

Clayton Mwaka

Clayton Mwaka is a chartered accountant and organizational consultant who is passionate about developing enterprises, and empowering people including entrepreneurs, to maximize their potential. He could be the author of the must-read and information-packed book on entrepreneurship entitled The Wise Entrepreneur, and the motivational book entitled Beyond The SAFE PLACE - a remarkable study of the paradox of comfort and discomfort. He also writes articles on various areas of business management, finance and self improvement. You can find out more through
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