Guide to Improving Customer Experience

As a business owner, reading the right books can help take you from struggling to thriving. There are books about everything to help your business grow, including marketing, biz development, and self-help.

And if you’ve read a book about personal development where you can apply it to your professional life, you’ve hit the jackpot!

The Four Agreements by Don Miguel Ruiz is that book. In case you’ve never read it…

In The Four Agreements, bestselling author don Miguel Ruiz reveals the source of self-limiting beliefs that rob us of joy and create needless suffering. Based on ancient Toltec wisdom, The Four Agreements offer a powerful code of conduct that can rapidly transform our lives to a new experience of freedom, true happiness, and love.

If you’re wondering how this will improve your customer experience (CX), that’s what I’m here to tell you!

This post contains affiliate links, this means I receive a commission (at no extra cost to you) if you make a purchase using one of my links. Thanks for your support!

Tired of being stuck on how to set up Dubsado or HoneyBook?

Want to know the right things to say to new leads and clients?

Ready to focus on connecting with your audience knowing everything is running smoothly in the backend?

Get instant access to done-for-you templates to help you improve your client experience!

Customer experience is every interaction your ideal buyer goes through when working with your brand and business. If you want your business to succeed, your #1 priority is to provide a positive customer experience (CX).

By using The Four Agreements as your roadmap or guide (with your user-friendly website and workflow), you’ll be able to turn a visitor into a subscriber and then customer/client and brand advocate. This means repeat customers and non-stop referrals for your growing business.

Use the following tips to help you create and implement a great end-to-end CX.

Be Impeccable With Your Word + Don’t Take Anything Personally

Do what you say you will and when you say you will.

Provide great service from beginning to post-purchase.

Be transparent. Honesty is the best policy.

Listen to your audience. Learn how to handle good and bad reviews.

Be consistent. Be on time.

Learn how to handle complaints – step back, listen, learn, thank them for feedback, find a solution, take action, and follow up.

Always say thanks!

Always keep it friendly and professional – remember potential customers are watching.

Show up and add value to everything you do.

Don’t Make Assumptions

Make it easy for them with the right tools and resources. No reason to mess up in 2020 with all the resources available, like live chat and help desk software.

Don’t rely on OPP as your main source. Think about what happens if that platform changes or shuts down.

Make sure your website is user-friendly and has all the info they need to get in touch – email, number, hours available and when you’ll reach out. Add your footer and contact page. Add a link to your contact page in the menu.

Create a FAQ page or a knowledge base/help center. Add video with Loom. (Keep it simple and say no to tech jargon.)

Help them be great. Schedule time to walk them through your proposal or contract so there won’t be any surprises.

Ask the right questions to get a clear understanding of their needs/wants and likes/dislikes.

Know how they feel about their experience with your product or service. Use surveys and emails to learn more.

If you have a service-based business, create an intro packet/page to explain your onboarding process. You can also create a welcome packet so they’ll know what to expect and when.

2020 Client Ready Toolkit for Service Providers

Grab your full list of free to low-cost tools and resources to help you increase traffic, grow audience, book and manage clients.

Always Do Your Best

Go through the buying process as a customer. Test on mobile and on another browser. Pay attention to roadblocks. Simplify where you can and create a customer-focused process. Improve it as you go.

Set up email autoresponders – don’t keep them waiting.

Engage with your audience – from social media and email.

Research and learn the basics from the pros about marketing, sales, customer service. Plenty of resources on HubSpot, Linkedin Learning, Google Digital, and Help Scout.

Create a strategy. Set goals and track results daily/weekly/monthly.

Get organized. Start using a CRM like HubSpot, Salesforce, Honeybook, 17Hats. Create a Standard Operating Procedure (SOP), templates, and scripts. This will make it easier for your new employee to get on board.

Don’t do it all. Get the help you need by hiring a team, virtual assistant or specialist. Treat them with respect. Train and teach them the ropes.

Last but not least, make sure you take care of yourself!

More Resources to Improve Your CX

Don’t Overlook Standard Operating Procedures: Use These Apps to Put Them in Place

Customer Support Process Checklist

5 Steps to Conduct a Customer Experience Audit

How to conduct a customer experience audit

Developing a Customer Experience Strategy that’ll Never Fail You!

How to Measure Customer Experience

Five questions brands need to answer to be customer first in the digital age

How to effectively respond to customer complaints

Popular books on customer relations

How to Write a Compelling Customer Support Email

What Every Entrepreneur Needs to Get Right About the Customer Experience

7 Ways to Create a Great Customer Experience Strategy

New Research: The ROI of Customer Experience

How Amazing Customer Service Can Help You Double Your Revenue

16 Customer Service Skills That Drive Every Business

If you found this post helpful, let me know below. Don’t forget to pin this on Pinterest.

Want to see how this applies to your business? Let’s chat and figure that out together!

Photo credit: CreateHER Stock

About Marjy

Atlanta-based Digital CX Consultant. Loves long walks at record stores + providing front-facing and back-office support to solo service providers and software + tech startups. Liked this post? join the Brief Gems email list to get more tips delivered to your inbox! Let's be friends on Twitter, LinkedIn, and Instagram.

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