James Loffler, the President of Loffler Companies, a leading business technology services provider across the Upper Midwest, believes that the concept of customer experience (CX) is crucial even for service companies. According to a report by PwC, 59% of consumers are likely to walk away from a company after experiencing poor customer service. Hence, Loffler emphasizes the importance of creating outstanding client experiences in order to retain customers and foster loyalty.
Loffler stresses the role of leadership in shaping client experience within an organization. Effective leadership sets the tone for the entire organization and it is important for CEOs and leadership teams to actively define and expect world-class service from their teams. By outlining expectations, engaging teams in defining excellence, and establishing KPIs aligned with client service expectations, leaders can ensure that their organizations are focused on delivering exceptional client experiences.
Creating mechanisms for inspection to assess the degree to which organizations are meeting client service expectations is important. Qualitative and quantitative tools such as end-user experience scoring, NPS scores, surveys, and feedback loops can help provide insights into client experiences. Taking personal accountability as leaders is also essential, as embodying commitment to exceptional client interactions, coaching and mentoring teams, and celebrating successes can reinforce a culture focused on outstanding client experiences.
Cultivating a culture of client-centric ownership is vital for organizations to prioritize exceptional client experiences at every level. From frontline staff to senior executives, everyone should be committed to addressing concerns promptly, advocating for clients, and empowering team members to surpass expectations. By investing in creating exceptional client experiences, organizations can see substantial returns in terms of client satisfaction, loyalty, and long-term success, positioning themselves as a strategic differentiator in the market.
Building exceptional client experiences requires a multifaceted approach that focuses on educating clients rather than selling, tailoring interactions to fit specific needs, and harnessing the human factor in client interactions. By focusing on educating clients through valuable content and events, tailoring interactions to individual needs, and engaging in face-to-face conversations to build rapport, organizations can create meaningful relationships based on trust and mutual respect. By placing the client at the heart of everything they do, organizations can stand out in the market and build a culture of excellence in client experience.
Overall, excellence in client experience is not just a strategy but a culture that should permeate every level of an organization. By inspecting what is expected, elevating interactions, and leading by example, businesses can create a culture focused on delivering world-class client experiences. As a member of the Forbes Business Council, Loffler is dedicated to fostering growth and networking opportunities for business owners and leaders committed to delivering exceptional client experiences.
