Client Experience is Everyone’s Business

If you want your business to succeed, you need to prioritize the client experience. Every part of your organization should be working together to create a seamless journey for your customers, from initial engagement to retention. This means designing a client’s journey that is tailored to their needs and expectations, and ensuring that every touchpoint is optimized for their satisfaction.

The Importance Of Client Experience Design

Designing a client experience that is focused on solving problems, eliciting positive emotional responses, and driving usage and behavior is crucial for the success of any organization. By prioritizing client experience design, you can create a customer-centric culture that puts the needs of your clients first, which can be a powerful brand differentiator.

When you design an experience that is tailored to your clients’ needs, you create a positive impression that can lead to increased customer loyalty and advocacy. This can ultimately impact business performance and profitability, as satisfied customers are more likely to make repeat purchases and refer others to your business.

In the competitive marketplace, where products and services are often seemingly similar, meaning that your clients (who are not experts like you are) can’t tell the difference between you and the other providers, client experience design can be a key differentiator that sets your brand apart. By creating an experience that is memorable and engaging, you can build a loyal customer base that will choose your brand over competitors.

This interesting study by PwC a while back clearly shows that efficiency, convenience, knowledge, and easy payments are factors that people value the most. What is also quite interesting is that, for example, charitability and social responsibility come quite low on the scale. 

Source: PWC

Furthermore, client experience design can help you identify areas of improvement in your business processes and operations.

By understanding the pain points and needs of your clients, you can make informed decisions about how to improve your products and services, leading to increased efficiency and profitability.

Customer Vs Client Experience Vs Customer Support – What’s The Difference?

  • Is client experience the same as customer experience?
  • Is client experience the same as client service and support?

These are two highly relevant (and common) questions I get from organizations that are not as advanced in this area, yet anyway. I’m breaking them down in separate articles:

Customer Experience vs Client Experience

Is client experience the same as client service and support?

Understanding Client Needs And Expectations

To design a great client experience, you need to understand your customers’ needs, expectations, behavior, and sources of irritation. This means getting to know your clients on a personal level, understanding their pain points, and designing solutions that meet their needs.

Here’s a personal example: I can’t stand when an online store doesn’t provide me with a pay-later option. I’m Swedish(ish, actually – I’m Finnish but been living in Sweden for the past 25yrs…) and I’m used to that, thanks to Klarna and other options. Shopping online, I need to have the choice to pay later, or at least use my mobile to pay on the go. I rarely even carry my credit card with me, particularly when I’m out and watching kids’ football practice, and remember to order home something casual such as socks. So, the store needs to accept pay-later options or PayPal, or any other online version or I’m off. Luckily, I can also have my credit card in my phone now, but that wasn’t the case just a few years back.

Here are a few ways to learn to understand your clients:

Client Journey Mapping

One way to understand your client’s needs and expectations is by mapping their journey. This involves creating a visual representation of the steps your clients take when interacting with your organization. By doing this, you can identify pain points and areas for improvement in the journey.

To create a client journey map, start by identifying all the touchpoints your past customers have with your organization. This could include things like visiting your website, calling customer service, or making a purchase. Once you’ve identified all the touchpoints, map out the steps your customers take from start to finish.

Creating Buyer Personas

Another way to understand your client’s needs and expectations is by creating buyer personas. A buyer persona is a fictional representation of your ideal client. It includes information like their age, gender, interests, and pain points.

To create a persona, start by gathering data and insights about your past and current customers and clients. This could include things like demographic information, purchase history, and feedback from customer surveys. Once you have this information, use it to create a fictional character that represents your ideal buyers.

By creating the personas, you can better understand your customers’ needs and design solutions that meet their expectations.

Developing A Client-Centric Strategy

Now, we are getting to the meat of this: why and how to make Client Experience Everyone’s Business. Namely, to create a client-centric organization, it must become a priority of EVERYONE in your organization. You need to focus on setting clear vision and goals, actually engaging your teams, and leveraging data and analytics in your strategy development.

Setting Clear Vision And Goals

The first step in developing a client-centric strategy is to set a clear vision and goals. Your vision should be centered around your customers and their needs. Ask yourself, what do your customers want from your products or services? How can you improve their experience with your brand? Once you have a clear vision in mind, you can set specific goals that align with that vision.

Data And Analytics In Strategy Development

Data and analytics play a critical role in developing a client-centric strategy. By leveraging data, you can gain insights into your clients’ behaviors, preferences, and needs. This information can help you tailor your products and services to better meet their needs.

To start, you need to identify the KPIs and metrics that matter most to your clients. This could include things like satisfaction scores, net promoter scores, or customer retention rates. Once you have identified your KPIs, you can start collecting and analyzing data to track progress and identify areas for improvement.

Roadmap And Action Plan

When developing your strategy roadmap, it’s important to prioritize initiatives that will have the greatest impact on your clients. Use your data and analytics to identify the areas where you can make the biggest difference. For example, if your data shows that buyers are dissatisfied with your website’s checkout process, you might prioritize initiatives to improve the checkout experience.

By setting clear vision and goals, and leveraging data and analytics in your strategy development, you can create a client-centric strategy that drives growth and improves customer satisfaction.

Effective Communication And Engagement

When it comes to client experience design, effective communication, and engagement are key. It is important to create a connection with your clients and build a relationship that goes beyond just a transaction.

Utilizing Social Media

Social media is an excellent tool for engaging with clients. By utilizing social media platforms such as Facebook, Twitter, and Instagram, you can communicate with your clients in a way that is both personal and effective.

  • One way to utilize social media is by creating content that is informative and engaging. This could be anything from blog posts to videos that showcase your product or service. You can also use social media to offer promotions or discounts to your clients to encourage engagement.
  • Another way to utilize social media is by actively engaging with your clients. This could be as simple as responding to comments or messages in a timely manner, or actively seeking out feedback from your clients.

By engaging with your clients, you can build a stronger relationship and create a sense of trust.

Creating Connections Through Reviews

Reviews are another powerful tool for effective communication and engagement. By encouraging your clients to leave reviews, you can gain valuable feedback and insights into your product or service.

One way to encourage reviews is by making the process as easy as possible for your clients. This could be as simple as including a link to your review page in your email signature or on your website. You can also offer incentives for leaving a review, such as a discount on their next purchase.

When responding to reviews, it is important to remain neutral and professional. Thank your clients for their feedback, and address any concerns they may have.

By responding to reviews in a timely and professional manner, you can show your clients that you value their opinions and are committed to improving their experience.

Become Your Own Client

While this might feel a bit tricky, it’s critical. How many times have you actually tried doing business with your own company? Not that you necessarily need the services, but you MUST know what your clients go through when they want to engage in your services!

  • Did you find it easy to purchase your service or product?
  • Did you find the after-purchase information sufficient?
  • Did you find the return process simple?
  • Did you find the contact details of your support service?
  • Did you receive relevant marketing and re-engagement messages post-purchase?
  • Were you tagged online with relevant information?
  • Did you receive a thank you card 6 months post-purchase?
  • Do you know how to use the product?

You need to shop in your own shop! 

Employee Role In Client Experience Design

As an employee, you play a critical role in creating a positive client experience. Your interactions with clients can make or break their perception of your organization, and therefore, it is essential to prioritize client experience design in your day-to-day work.

Promoting A Client-Centric Culture

One of the most important ways that you can contribute to client experience design is by promoting a client-centric culture within your organization. This means putting the needs and preferences of clients at the center of everything you do.

By prioritizing the client’s experience, you can help ensure that your organization is delivering high-quality products and services that meet their needs.

To promote a client-centric culture, you can start by actively listening to clients and incorporating their feedback into your work. And, you need to make sure everyone understands their role in value creation!

Social Employee Engagement

Employee engagement is another critical factor in client experience design. Engaged employees are more likely to go above and beyond to ensure that clients are satisfied with their experience. They are also more likely to be committed to the organization’s goals and values, which can help create a positive culture.

To promote employee engagement, your organization can invest in training and development programs, provide opportunities for career growth and advancement, and foster a positive work environment. By investing in your employees, you can help ensure that they are motivated and committed to providing the best possible experience for clients.

Employee Branding & Client Experience

Employee branding and client experience are highly interconnected because they both contribute to the overall reputation and success of a company.

Employee branding refers to the way in which a company positions itself as an employer, and how it communicates its values, culture, and mission to potential and current employees.

When a company has a strong employee brand, it can attract and retain top talent who are passionate about the company’s mission and values. These employees are more likely to provide exceptional client experiences because they are committed to delivering on the company’s promises and providing the best possible service. In turn, positive client experiences can reinforce the company’s reputation and attract new clients, which can lead to further growth and success.

Also, employees who openly share the values of an organization will attract clients who align with the values! If anything, companies should proactively encourage their employees to take part in industry conversations and happenings!

Leveraging Technology For Improved Client Experience

Of course, technology plays a crucial role in enhancing the client experience. By leveraging technology, you can improve your client experience and gain a competitive edge. Here are some crucial ways technology can help you improve your client experience.

The Role Of UI In Client Experience

The user interface (UI) is the first point of contact between your clients and your business. A well-designed UI can make your clients feel valued and help them navigate your products and services with ease. On the other hand, a poorly designed UI can frustrate your clients and drive them away.

To ensure your UI is optimized for your clients, you need to consider their needs and preferences. Your UI should be intuitive, visually appealing, and easy to use. You can use tools like user testing and analytics to gather feedback and insights from your clients and improve your UI accordingly.

Technology In Customer Journey Mapping

Client journey mapping is the process of visualizing the steps your clients take when interacting with your business. By mapping your customer journey, you can identify pain points and opportunities for improvement in your client experience.

Technology can help you streamline your client journey mapping process and gain deeper insights into your clients’ needs and preferences. For example, you can use journey mapping software to track client interactions across multiple touchpoints and identify areas for improvement. You can also use data analytics tools to analyze client feedback and optimize your client experience accordingly.

Automation To Improve Client Experience

Automation can be used to streamline the client journey. In fact, most clients do not want to interact with humans if they can choose to make a purchase without humans. Think about traveling and checking in at hotels. If your hotel only offers personal, at-the-desk options, many of your guests will feel out of their minds frustrated. The same goes with grocery stores – people want to have self-scanning and checkout desks because they make purchasing quick and easy. 

Contextual Guidance

Remember this: your clients do not know how to buy from you, and they do not want to spend time figuring it out. That’s why, at every step of your buying journey, you need to make sure that you are guiding your customer on where they are at, what happens next, and what they can expect. You only have seconds to save your business from angry phone calls – if your clients don’t get what they need when they need it, even if it’s just a recipe and next-step instructions, they will go bonkers. That in turn will increase the need for support, and decrease the enjoyment of working in the client-facing support function. 

Delightful Touches

Last but not least – with the help of digital tools and workflows, you can add small but delightful touches to the complete client experience – which in turn ensures your clients will share the positive experience with their friends, and come back for more!

Common Misconceptions In Client Experience Design

Client experience design is a crucial aspect of business success, but there are several common misconceptions that can hinder its effectiveness. Here are some of these misconceptions:

  • Misconception: Client Experience is Just About Customer Service:

Reality: While customer service is an essential component of client experience, it’s not the whole picture. Client experience encompasses every touchpoint a customer has with a brand, including marketing, product quality, website usability, and more.

  • Misconception: Client Experience is Only Relevant in B2C Industries:

Reality: Client experience is relevant across all industries, including B2B. Businesses that offer products or services to other businesses also need to focus on providing a seamless, valuable experience to maintain loyalty and trust.

  • Misconception: Technology Alone Can Solve Client Experience Issues:

Reality: While technology can enhance the client experience, it’s not a solution on its own. Effective client experience design involves understanding client needs, emotions, and preferences, and using technology to support those factors.

  • Misconception: Client Experience is Solely the Responsibility of the Customer Service Department:

Reality: Every department and employee contributes to the client experience. From marketing to sales to operations, everyone plays a role in delivering a cohesive and positive experience.

  • Misconception: Good Products Can Compensate for Poor Client Experience:

Reality: A great product might attract initial customers, but a poor client experience can drive them away. A holistic approach that combines excellent products with seamless interactions is essential for sustained success.

  • Misconception: Client Experience Design is a One-Time Effort:

Reality: Client preferences and expectations evolve, so the ongoing effort is necessary to continuously refine and improve the client experience. It’s not a one-and-done process.

  • Misconception: Client Experience is All About Making Clients Happy:

Reality: While happiness is a part of it, client experience also involves addressing client needs, solving problems, and exceeding expectations. It’s about providing value and building lasting relationships.

  • Misconception: Client Experience Design is Expensive and Time-Consuming:

Reality: While implementing a comprehensive client experience strategy requires effort and resources, it doesn’t necessarily have to be overly expensive. Small improvements and thoughtful adjustments can make a significant impact.

  • Misconception: Client Feedback is the Only Source of Insights:

Reality: Client feedback is crucial, but it’s not the only source of insights. Data analysis, market trends, and competitor analysis also provide valuable information for designing a better client experience.

  • Misconception: Aesthetics Alone Define a Good Client Experience:

Reality: Aesthetics are important, but a good client experience goes beyond visual appeal. It’s about delivering on promises, meeting needs, and creating meaningful connections.

  • Misconception: One Size Fits All in Client Experience Design:

Reality: Different client segments may have varying needs, preferences, and expectations. Tailoring the client experience to different personas or segments is essential for relevance and effectiveness.

Avoiding these misconceptions and adopting a well-rounded understanding of client experience design can help businesses create more meaningful, impactful, and sustainable relationships with their clients.


Addressing Pain Points

One of the biggest challenges in client experience design is identifying and addressing pain points. Pain points are the areas in which clients experience frustration, confusion, or dissatisfaction. These can be caused by a variety of factors, including poor communication, lack of transparency, or a complicated user interface.

To address pain points, it’s essential to first identify them. This can be done through client feedback, user testing, or data analysis. Once you’ve identified the pain points, you can work to address them by simplifying processes, improving communication, or redesigning the user interface.

Turning Challenges Into Opportunities

Another challenge in client experience design is turning challenges into opportunities. Every challenge presents an opportunity to improve the client experience. For example, if clients are experiencing long wait times, this presents an opportunity to improve the efficiency of your processes or offer more self-service options.

To turn challenges into opportunities, it’s essential to have a mindset of continuous improvement. This means constantly seeking out feedback, analyzing data, and looking for ways to improve the client experience. It also means being willing to take risks and try new things.

How To Go About It

To overcome the challenges in client experience design, there are several solutions that organizations can implement. These include:

  • Creating a client-centric culture: This means putting the client at the center of everything you do and making sure every employee understands the importance of the client experience.
  • Investing in technology: Technology can help streamline processes, improve communication, and provide clients with self-service options.
  • Providing training and support: Employees need to be trained on how to provide an exceptional client experience and given the support they need to do so.
  • Measuring and analyzing data: Data can provide valuable insights into the client experience and help identify pain points and areas for improvement.

By implementing these solutions, organizations can overcome the challenges in client experience design and create a truly exceptional client experience.

Measuring Success In Client Experience Design

Measuring the success of your client experience design is crucial to ensure that your efforts are making a positive impact. By tracking the right metrics and KPIs, you can gain valuable insights into how your clients perceive your brand and how you can improve their overall experience.

Trust And Customer Loyalty

One of the most important metrics to track is customer trust and loyalty. Building trust with your clients is essential to establishing a long-term relationship with them. When clients trust your brand, they are more likely to remain loyal and continue doing business with you.

To measure trust and loyalty, you can track metrics such as customer retention rate, net promoter score, and customer satisfaction score. These metrics can help you understand how satisfied your clients are with your brand and how likely they are to recommend your services to others.

Revenue And Profitability

Another important aspect of measuring success in client experience design is tracking revenue and profitability. A positive client experience can directly impact your bottom line by increasing sales and reducing customer churn.

To measure revenue and profitability, you can track metrics such as customer lifetime value, average order value, and customer acquisition cost. By analyzing these metrics, you can determine the ROI of your client experience design efforts and make data-driven decisions to optimize your strategy.

Remember, client experience design is not a one-time project, but an ongoing process that requires continuous improvement. By prioritizing client experience design, you can differentiate your organization from the competition and create a loyal customer base that will help you achieve long-term success.