Rattle & Pedal: B2B Marketing Podcast Building a Differentiated Client Experience
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Jul 24, 2023 Discover how minor details can shape client perceptions, like a dead plant in an office. Learn about the critical elements of a unique client experience that boost retention and attraction. Explore the contrasting needs of clients in professional services, inspired by fast food versus fine dining. Gain insights on aligning with clients for deeper connections and the importance of seamless interactions across all touchpoints. Finally, find out how employee satisfaction ties directly to client loyalty and effective recovery from missteps.
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Dead Plant as Client Care Signal
- An agency owner noticed a dead plant in a CEO's office and linked it to poor client care.
- This contrarian approach won the agency the business, showing small details matter in client experience.
Client Experience Drives Differentiation
- Client experience is the primary way to differentiate professional services firms when offerings seem identical.
- Exceptional experiences create customer love, leading to loyalty and advocacy.
Seven Client Experience Components
- Delivering a differentiated client experience involves making clients feel important, building trust, helping them succeed, and being easy to work with.
- Continuously bring new ideas, de-risk decisions, and deeply understand clients personally and professionally.