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 cover, I was informed after some days that the total amount was under-quoted and t here fore I had a need to pay more. Actually about twice what I had paid. The individual I dealt with initially, apparently had not been aware of fee reviews that occurred almost a year before. Now, that has been only a starter. I opted to have a refund of the amount of money so that I could proceed to another newspaper - I had done some surveys and concluded that I could get a much better deal. The primary meal for me personally was this; because of company policies and procedures I possibly could only obtain the refund after about three weeks. I needed some deep 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 will not seek for and implement approaches to improve client experience, on a continuous basis, will certainly lose clients to competitors. Can your enterprise flourish if you are losing clients? Certainly not. Experiences that result in customer delight are vital. It is advisable to activate a connection together with your clients and create good memories in their minds. You need to create mental and emotional connections that confirm good client experience in terms of expectations, imaginations, impulses, convictions etc. Theodore Levitt said, 'The reason for business would be to create and keep customers.' One satisfied client provides 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 read on.

Have a person - centric strategy. Even before the policies and procedures, build an enterprise model that's organized round the client and thus 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 are using social media you also have to consider 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 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 do not 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. Ensure your staffs have policy guidelines they can easily make reference to when in action. Sincerely, don't you think you can improve client experience through these?

Introduce client differentiation. Make sure 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 generate differentiation that generates client delights.

Reconsider cost saving policies. Money is honey my dear, but operational guidelines that only concentrate on saving your entity money at all costs, create poor client experience. Be ready to hand out 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. Take advantage of complaint boxes, client satisfaction surveys, client focus groups and so on. Not think this creates plenty of value? Policies should enhance customer knowledge management - the attainment and usage of customer-related knowledge to generate 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 real value of longevity of your clients. So, why not just go ahead and do it? I know you will never regret it.

For those who 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 really a chartered accountant and organizational consultant who's passionate about developing enterprises, and empowering people including entrepreneurs, to increase their potential. He 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
Website: https://kirkendalleffect.com/how-to-install-a-dishwasher/