In our previous case study, we’ve talked about why you should hire a VA to improve a process that already exists in your business. This week’s case study comes at the issue from a different angle. We’re going to show you how you can work with a virtual assistant to implement a customer experience program that will set you apart from the competition.
Here’s how Mallory Underwood helped her client stand out in a sea of creative agencies.
Everyone wants to feel fulfilled in their business, right? One of the main ways to do that is by having meaningful connections with your clients. In order to foster deep and lasting relationships, your clients must have exceptional customer experiences when they interact with your business.
But what exactly does “customer experience” mean?
Customer experience, or “CX” for short, is defined by the Harvard Business Review as “the sum-totality of how customers engage with your company and brand, not just in a snapshot in time, but throughout the entire arc of being a customer.” Basically, it is how customers perceive their experiences when interacting with your business.
If you are a company with clients, then you’re responsible for customer experience. Period. The only decision is whether you invest time and resources into trying to create an experience that surpasses your clients’ expectations … or if you let it simply be what it will be.
You should decide to do the former, and here’s why: According to the ‘Customers 2020’ study by Walker, a customer intelligence consulting firm, by 2020 customer service will be the key brand differentiator over price and product.
Simply put, customers will pay more for a product or service if they have a better experience working with one company over another.