Notes

How exactly to Improve Client Experience By Examining Current Policies and Procedures
Recently I decided to run an advert with a local newspaper. Right after paying the fee I was advised to pay, I was informed after some days that the amount was under-quoted and hence I had a need to pay more. In fact about twice what I 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 obtain a refund of the amount of money so that I could proceed to another newspaper - I had done some surveys and figured I could get a much better deal. The primary meal for me was this; due to company policies and procedures I possibly could only obtain the refund after about three weeks. I needed some yoga breathing and pattern interrupt to stay cool. Does this come close to a shocking experience you experienced because of enterprise policies and procedures?

An enterprise that does not look for and implement approaches to improve client experience, on a continuing basis, will certainly lose clients to competitors. Can your enterprise flourish while you are losing clients? Certainly not. Experiences that bring about customer delight are vital. here should activate a connection with your clients and create good memories within their minds. You should create mental and emotional connections that confirm good client experience when it comes to expectations, imaginations, impulses, convictions etc. Theodore Levitt said, 'The reason for business would be to create and keep customers.' One satisfied client will bring ten clients. Obviously several approaches can 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 person - centric strategy. Even prior to the policies and procedures, build an enterprise model that's organized around the client and thus market focussed. Orient all of your leaders and employees towards the client. This is the starting point. check here and reward staffs for exceptionally good ones. If you are using social media you might also need to consider your customer interface policies.

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

Revisit service procedures and sequences. You must examine aspects linked to time, speed of service delivery, documentation, approvals and authorization etc without compromising internal controls. Ensure your staffs have policy guidelines they are able to easily refer to when in action. Sincerely, don't you think you can 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 many times 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. By the way, what is 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 the like. Don't you think this creates plenty of value? Policies should enhance customer knowledge management - the attainment and usage of customer-related knowledge to create value through various experiences for your clients.
Finally, also contemplate using client care units, and fulfillment houses - entities that entirely concentrate on customer enquiries, complaints etc, to ensure customer delight. Good client experience ensures high Client Lifetime Value, which denotes the real value of longevity of your clients. So, why not just go right ahead and do it? I understand you won't ever regret it.

For those who desire to learn more enterprise management skills, have a look at 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's passionate about developing enterprises, and empowering people including entrepreneurs, to increase their potential. here is the writer of the must-read and information-packed book on entrepreneurship entitled The Wise Entrepreneur, and the motivational book entitled Beyond The SAFE PLACE - a fascinating study of the paradox of comfort and discomfort. He also writes articles on various aspects of business management, finance and self improvement. You can get out more through
Here's my website: https://www.cheaperseeker.com/u/phillipsfenger49