Earn more lifelong clients
Glover Strategic Marketing takes the time to evaluate the entire client cycle to ensure your clients have the correct experience.
We need to remember that marketing is not just advertising or sending email to your customers. Every moment the customer engages with your company or your products, they are forming an opinion of your brand. Can you say without a doubt that your clients are experiencing what you want as your brand’s image?
I conduct an in-depth analysis of your client’s experiences from the moment they first engage with your company/product/brand, through the buying cycle and all the way through to after-sales support and re-ordering. What makes or breaks a good client’s relationship with your company may surprise you, and as most of us know, loyal, repeat clients are essential to the success of most businesses.
What Comprises the “Client Experience?”
Many critical points of interaction influence your clients’ views on your brand. Depending upon your industry or profession, below are some of the ways your clients may interact with your company:
- Marketing and advertising
- Your website
- Sales team
- Sales processes
- Accounting
- Customer service
- Re-ordering
- After-sales support
- Tech support
Any of these interaction points with a company can make or break an experience for a client. A good sales experience may win a client, but a poor after-sales support experience can lose a lifetime client for your company.
But it’s not always obvious why good clients leave. For example, it could be someone in accounting or tech-support who is very good at their area of expertise, but who unknowingly offends clients. Do you really know the experience your clients have when they speak with employees throughout your organization? To reach your ultimate success, you must understand a client’s complete journey.