{"id":25779,"date":"2020-06-12T15:39:46","date_gmt":"2020-06-12T14:39:46","guid":{"rendered":"https:\/\/www.nettl.com\/ie\/?p=25779"},"modified":"2020-07-15T12:40:33","modified_gmt":"2020-07-15T11:40:33","slug":"manage-customer-experience","status":"publish","type":"post","link":"https:\/\/www.nettl.com\/ie\/manage-customer-experience\/","title":{"rendered":"Effectively Manage Clients"},"content":{"rendered":"<div id='elevate'  class='avia-section av-2qwy3ht-25e3e254369c509abf1a91080ba05dea main_color avia-section-default avia-no-border-styling  avia-builder-el-0  avia-builder-el-no-sibling  avia-bg-style-scroll container_wrap sidebar_right'  ><div class='container av-section-cont-open' ><main  role=\"main\" itemprop=\"mainContentOfPage\"  class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-25779'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-28z32gh-cf4cafa4c3d52b7344aeab8e909bb9e0\">\n.flex_column.av-28z32gh-cf4cafa4c3d52b7344aeab8e909bb9e0{\nborder-radius:0px 0px 0px 0px;\npadding:0px 50px 0px 50px;\n}\n<\/style>\n<div  class='flex_column av-28z32gh-cf4cafa4c3d52b7344aeab8e909bb9e0 av_one_full  avia-builder-el-1  avia-builder-el-no-sibling  first flex_column_div  '     ><section  class='av_textblock_section av-1txvxe9-b00ea93861545631179200d41110c8e4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h1><b>Effectively Managing Customer Experience as a Small or Medium sized Business<\/b><\/h1>\n<p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-v4g6ak-1d639df38b074c4c8eeb90b09a79d152\">\n.av_font_icon.av-v4g6ak-1d639df38b074c4c8eeb90b09a79d152 .av-icon-char{\nfont-size:1em;\nline-height:1em;\n}\n<\/style>\n<span  class='av_font_icon av-v4g6ak-1d639df38b074c4c8eeb90b09a79d152 avia_animate_when_visible av-icon-style- avia-icon-pos-left av-no-color avia-icon-animate'><span class='av-icon-char' aria-hidden='true' data-av_icon='\ue862' data-av_iconfont='entypo-fontello' ><\/span><\/span>\u00a0<em><strong>approx 5 minute read<\/strong><\/em><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193\">\n#top .hr.hr-invisible.av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193 hr-invisible  avia-builder-el-4  el_after_av_textblock  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<section  class='av_textblock_section av-1txvxe9-59b617965e30382085a6eff21923601d '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2><b>Why is customer experience is important in 2020?<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">\u00a0Strip the personality out of a business and it is much like many, many others. Any number of brands can do what you do and do it in a similar way too. As businesses, we must distinguish ourselves by illustrating why we exist and by offering a streamlined, effective way of working. The harder it is for someone to do business with you, the less likely they are to work with you or to continue working with you in the future. Most successful companies offer a clear and pleasant path to their clients, from first interaction to project completion and any future communication. An incremental part of building a loyal network and getting more customers is great customer experience. Now, more than ever, we depend on strong relationships and community strength to excel together.<\/span><\/p>\n<p><b><i>In this article, we\u2019ll explain why consistently great Customer Experience is an incremental part of growing your business. We\u2019ll also share a simple guide to auditing and improving the experience that you offer clients.<\/i><\/b><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193\">\n#top .hr.hr-invisible.av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193 hr-invisible  avia-builder-el-6  el_after_av_textblock  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<section  class='av_textblock_section av-1txvxe9-b00ea93861545631179200d41110c8e4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h3><b>What is Customer Experience?<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Customer Experience refers to<\/span><i><span style=\"font-weight: 400;\"> the feeling evoked<\/span><\/i><span style=\"font-weight: 400;\"> from every interaction a client has with your business from the research phase, to purchase, to follow-up feedback. Customers are arguably the most important stakeholder in any business. And that\u2019s why we start with them when looking for ways to improve. Customer experience is about offering clients<\/span><i><span style=\"font-weight: 400;\"> consistently pleasant and valuable interactions <\/span><\/i><span style=\"font-weight: 400;\">with your business.<\/span><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193\">\n#top .hr.hr-invisible.av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193 hr-invisible  avia-builder-el-8  el_after_av_textblock  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<section  class='av_textblock_section av-1txvxe9-b00ea93861545631179200d41110c8e4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h3><b>What does high Quality Customer Experience mean?<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Quality is <\/span><i><span style=\"font-weight: 400;\">subjective<\/span><\/i><span style=\"font-weight: 400;\">. It means something different to everybody. Delivering a quality service is not about <\/span><i><span style=\"font-weight: 400;\">out-of-the-box solutions<\/span><\/i><span style=\"font-weight: 400;\">. It\u2019s about identifying the <\/span><i><span style=\"font-weight: 400;\">needs and wants<\/span><\/i><span style=\"font-weight: 400;\"> of your clients, setting <\/span><i><span style=\"font-weight: 400;\">their expectations<\/span><\/i><span style=\"font-weight: 400;\"> against what you can do, deciding together how to proceed and then <\/span><i><span style=\"font-weight: 400;\">delivering it<\/span><\/i><span style=\"font-weight: 400;\">.<\/span><\/p>\n<\/div><\/section><br \/>\n<section  class='av_textblock_section av-1txvxe9-b00ea93861545631179200d41110c8e4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><em><b>Imagine you owned a car dealership. What would be the best quality car you sold? Perhaps the souped up coup\u00e9 with the high horse power and the low roof? <\/b><\/em><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-h2771v5-60b8eb89f158a98dbb639971c27cfb5a\">\n.avia-image-container.av-h2771v5-60b8eb89f158a98dbb639971c27cfb5a img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-h2771v5-60b8eb89f158a98dbb639971c27cfb5a .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-h2771v5-60b8eb89f158a98dbb639971c27cfb5a av-styling- avia-align-left  avia-builder-el-11  el_after_av_textblock  el_before_av_textblock '   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-25793 avia-img-lazy-loading-not-25793 avia_image ' src=\"https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/car-sunroof.jpg\" alt='' title='car-sunroof'  height=\"394\" width=\"700\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/car-sunroof.jpg 700w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/car-sunroof-300x169.jpg 300w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/car-sunroof-80x45.jpg 80w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/car-sunroof-450x253.jpg 450w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-1txvxe9-b00ea93861545631179200d41110c8e4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><em><b>But what if your client was a mum of 5 who needed 6 seats and space for a car seat or two\u2026 Would your zippy coup\u00e9 be top quality for her? Probably not.\u00a0 Your sustainable, reliable people-carrier with spacious seats and a larger boot for prams would be better quality for Mum and co.<\/b><\/em><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-h2771v5-648efb3cba427486e1a4ae194a4bd9ed\">\n.avia-image-container.av-h2771v5-648efb3cba427486e1a4ae194a4bd9ed img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-h2771v5-648efb3cba427486e1a4ae194a4bd9ed .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-h2771v5-648efb3cba427486e1a4ae194a4bd9ed av-styling- avia-align-left  avia-builder-el-13  el_after_av_textblock  el_before_av_textblock '   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-25794 avia-img-lazy-loading-not-25794 avia_image ' src=\"https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/mum-car.jpg\" alt='' title='mum-car'  height=\"394\" width=\"700\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/mum-car.jpg 700w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/mum-car-300x169.jpg 300w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/mum-car-80x45.jpg 80w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/mum-car-450x253.jpg 450w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-1txvxe9-b00ea93861545631179200d41110c8e4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><span style=\"font-weight: 400;\">So, quality is achieved by tailoring a solution to your client\u2019s <\/span><i><span style=\"font-weight: 400;\">needs and wants<\/span><\/i><span style=\"font-weight: 400;\">, setting <\/span><i><span style=\"font-weight: 400;\">their expectations<\/span><\/i><span style=\"font-weight: 400;\"> against what you can do, deciding together how to proceed and then <\/span><i><span style=\"font-weight: 400;\">delivering it<\/span><\/i><span style=\"font-weight: 400;\">.<\/span><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193\">\n#top .hr.hr-invisible.av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193 hr-invisible  avia-builder-el-15  el_after_av_textblock  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<section  class='av_textblock_section av-1txvxe9-b00ea93861545631179200d41110c8e4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2><b>Managing Client Relationships &#038; Experience as Small or Medium sized Businesses<\/b><\/h2>\n<\/div><\/section><br \/>\n<section  class='av_textblock_section av-1txvxe9-b00ea93861545631179200d41110c8e4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h3><b>Is great customer experience achievable for SMEs?<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">A quick search into Client Relationship Management systems or Customer Experience Strategy and as a small business owner, you may feel like a little fish in a big ocean. Don\u2019t be dismayed. We work every day with network partners and clients alike, helping them improve the way they manage their client journeys.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There are many practical, tactical and strategic ways to achieve a consistent experience for your clients. <\/span><b><i>Below, we\u2019ve outlined some relevant to small and medium sized businesses in general, others are specific to those in the Creative Industry.<\/i><\/b><\/p>\n<\/div><\/section><br \/>\n<section  class='av_textblock_section av-1txvxe9-b00ea93861545631179200d41110c8e4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h3><b>Moment of\u00a0 Truth<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Moment of Truth marketing relates to the impression a client or potential client makes of your business at every interaction. It&#8217;s a great scaffold to support you in digging down into your Customer Experience offering. There are a number of Moments that are particularly important to most businesses.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Identifying and managing the points at which a client creates an opinion of your business helps you to improve the quality of your customers\u2019 experiences.<\/span><\/p>\n<h4><b>Zero Moment of Truth<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">What your client experiences when they research prior to making the decision to work with you. Think online, think digital. These moments are created when potential clients use search engines and note where you rank. When they study your Google my Business for updates and reviews. When they read the content on your website and digest its design<\/span><\/p>\n<h4><b>First Moment of Truth<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">The shelf experience of a client. How they feel the first time they experience your business. Online, this is your website experience. Offline, this is your bricks and mortar store or place of work. It\u2019s the way they feel when chatting with you or your team over the phone or email.<\/span><\/p>\n<h4><b>Moment of Truth Gap<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">The client\u2019s experience after purchase before the product has been received or delivered. Most relevant for businesses trading online or those with a production period or wait time between purchase and delivery.<\/span><\/p>\n<h4><b>Second Moment of Truth<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">The experience of your client the first time they see, feel and use your product. Is it as expected? Is it an exciting interaction? Perhaps you\u2019ve included some marketing, a thank you note or a guide to using the product in the delivery. Perhaps not. Perhaps you should\u2026<\/span><\/p>\n<h4><b>Third Moment of Truth<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">When your client gives feedback on your product, whether that be on a public forum or to a friend or colleague. Do you respond to online reviews? Do you share thanks for referrals?<\/span><\/p>\n<p><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\"><b><i>77% of consumers<\/i><\/b><i><b> view brands more favourably\u00a0if they seek out and apply customer feedback.<\/b><\/i><\/a><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193\">\n#top .hr.hr-invisible.av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193 hr-invisible  avia-builder-el-19  el_after_av_textblock  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<section  class='av_textblock_section av-1txvxe9-b00ea93861545631179200d41110c8e4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h3><b>Audit your Experience<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Draw or photograph every interaction your client has with you and plot it on a scale from 1-10. 1 being a disgruntled client, 10 being an ecstatic one. You should end up with a graph that might look like this one:<\/span><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-h2771v5-b5d1181469b2dc981824d60ee18a9a8a\">\n.avia-image-container.av-h2771v5-b5d1181469b2dc981824d60ee18a9a8a img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-h2771v5-b5d1181469b2dc981824d60ee18a9a8a .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-h2771v5-b5d1181469b2dc981824d60ee18a9a8a av-styling- avia-align-left  avia-builder-el-21  el_after_av_textblock  el_before_av_textblock '   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-25979 avia-img-lazy-loading-not-25979 avia_image ' src=\"https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/Screenshot-2020-07-14-at-14.59.10-1030x665.png\" alt='audit customer experience moment of truth' title='Screenshot 2020-07-14 at 14.59.10'  height=\"665\" width=\"1030\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/Screenshot-2020-07-14-at-14.59.10-1030x665.png 1030w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/Screenshot-2020-07-14-at-14.59.10-300x194.png 300w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/Screenshot-2020-07-14-at-14.59.10-80x52.png 80w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/Screenshot-2020-07-14-at-14.59.10-768x496.png 768w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/Screenshot-2020-07-14-at-14.59.10-1536x992.png 1536w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/Screenshot-2020-07-14-at-14.59.10-2048x1323.png 2048w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/Screenshot-2020-07-14-at-14.59.10-1500x969.png 1500w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/Screenshot-2020-07-14-at-14.59.10-705x455.png 705w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/Screenshot-2020-07-14-at-14.59.10-450x291.png 450w\" sizes=\"(max-width: 1030px) 100vw, 1030px\" \/><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-1txvxe9-710f911796c69cef6efb7ae739ec3b3a '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><span style=\"font-weight: 400;\">It\u2019s not realistic to aim for 100\/100 on every interaction. Better to consistently deliver 80% satisfaction than the experience in the graph above that builds the client up and when those expectations aren\u2019t met, drops them down hard.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Start by asking yourself, <\/span><i><span style=\"font-weight: 400;\">\u2018Which improvements would make the biggest changes to the way my clients feel?\u2019<\/span><\/i><span style=\"font-weight: 400;\"> Identify two or three to focus on this quarter and create a plan to improve those to deliver a less sporadic, <\/span><b><i>consistently<\/i><\/b><span style=\"font-weight: 400;\"> great, experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Resources like the <a href=\"https:\/\/www.eisedo.com\/blog\/forget-other-productivity-hacks-the-eisenhower-matrix-is-all-you-need\/\">Eisenhower matrix <\/a>and a <a href=\"https:\/\/www.edrawsoft.com\/impact-effort-matrix-templates.html\">Feasibility-Impact<\/a> chart can help you decide which to start with and when.<\/span><\/p>\n<p><a href=\"https:\/\/www.edrawsoft.com\/impact-effort-matrix-templates.html\"><img decoding=\"async\" class=\"wp-image-25790  alignleft lazyload\" data-src=\"https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/eisedo-eisenhower-matrix-300x225.png\" alt=\"\" width=\"446\" height=\"335\" data-srcset=\"https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/eisedo-eisenhower-matrix-300x225.png 300w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/eisedo-eisenhower-matrix-80x60.png 80w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/eisedo-eisenhower-matrix-768x576.png 768w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/eisedo-eisenhower-matrix-705x529.png 705w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/eisedo-eisenhower-matrix-450x338.png 450w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/eisedo-eisenhower-matrix.png 1024w\" data-sizes=\"(max-width: 446px) 100vw, 446px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 446px; --smush-placeholder-aspect-ratio: 446\/335;\" \/><img decoding=\"async\" class=\"wp-image-25791  alignleft lazyload\" data-src=\"https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/impact-effort-matrix-2-300x273.png\" alt=\"\" width=\"388\" height=\"353\" data-srcset=\"https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/impact-effort-matrix-2-300x273.png 300w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/impact-effort-matrix-2-80x73.png 80w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/impact-effort-matrix-2-450x409.png 450w, https:\/\/www.nettl.com\/ie\/wp-content\/uploads\/2020\/06\/impact-effort-matrix-2.png 680w\" data-sizes=\"(max-width: 388px) 100vw, 388px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 388px; --smush-placeholder-aspect-ratio: 388\/353;\" \/><\/a><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193\">\n#top .hr.hr-invisible.av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193 hr-invisible  avia-builder-el-23  el_after_av_textblock  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<section  class='av_textblock_section av-1txvxe9-b00ea93861545631179200d41110c8e4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2><b>How to Manage Client Relationships &#038; Experience as a Creative Led Business<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">As a global network of locally operated design studios, we\u2019ve learned a lot about how to manage clients\u2019 experiences as a small business <\/span><em><span style=\"font-weight: 400;\">(sometimes the hard way)!<\/span><\/em><span style=\"font-weight: 400;\"> Here are the five steps that support our Nettl studios and partners in delivering a consistently great Customer Experience across city, country and continent.<\/span><\/p>\n<ol>\n<li><b>\u00a0 \u00a0 <\/b><b>Frequently critiquing and improving<\/b><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Just as we outlined above, we review our clients\u2019 journeys and identify what we should be improving next. Take photos of the actual journey of a client from what they see when they search online to what your premises looks like when they come and visit (<\/span><i><span style=\"font-weight: 400;\">and it is safe to do so in accordance with government guidelines)<\/span><\/i><span style=\"font-weight: 400;\">. Collate all these together to form a visual journey and you\u2019ll quickly see the things that are less than satisfactory, be it the dated website or the dust behind your desktop.<\/span><b>\u00a0<\/b><\/p>\n<ol start=\"2\">\n<li><b><\/b><b> \u00a0 \u00a0 <\/b> <b>Handling Expectations<\/b><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">How can you create music if you\u2019re not singing from the same hymn sheet? We have a stepping stone process that guides us through common issues that may arise or any misconceptions a client may have. This means we can\u00a0 manage expectations even before\u00a0 starting work so that when we deliver, it\u2019s exactly as expected. We share this with our employees and partners throughout the world with online and classroom sales training and mentorship. Our custom built CMS system is host to our training documentation\u00a0 that our teams\u00a0 constantly review to keep it fresh!<\/span><b>\u00a0<\/b><\/p>\n<ol start=\"3\">\n<li><b><\/b><b> \u00a0 \u00a0 <\/b> <b>Personalised, frequent, automated communications<\/b><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">We help our clients get More Customers by enabling them to share their message and improve their marketing with web &#038; graphic design, print, signs and digital marketing. These conversations start both in-store and online. When we design websites or produce print, there\u2019s often time between ordering and completion. To keep our clients in the loop and excited about their project, our custom built CRM system automatically sends order forms, confirmations, online and interactive proofs as well as despatch alerts to our clients. It reminds them when a payment is going to be processed using direct debit and shares receipts and invoices without\u00a0 any manual involvement. This means we can spend our time talking to them about the things that matter \u2013 helping them get <\/span><i><span style=\"font-weight: 400;\">More Customers<\/span><\/i><span style=\"font-weight: 400;\">!<\/span><\/p>\n<ol start=\"4\">\n<li><b><\/b><b> \u00a0 \u00a0 <\/b> <b>Smart systems that inform our actions<\/b><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Our custom built CRM system, W3p Flyerlink, gathers really important information\u00a0 such as client spending patterns. Understanding, with the click of a button, who is ordering as usual or who\u2019s ordering more or less frequently, with an increasing or decreasing spend, and which services they are asking for allows us to give an additional level of insight that even our clients don\u2019t often know. We can help them plan their marketing better, give thanks to those who are supporting us and help those with changing patterns create campaigns and plans to build consistency in a way that suits their business circumstances, needs and budget. Our system reports also allow us to schedule calls to clients for days, weeks or months in advance, assign them to other studio members and include knowledge notes so\u00a0 every team member knows as much as\u00a0 they can about each client to tailor a service to them. We can even run a report to see who we\u2019ve followed up with after an order and who we need to call to check in on.<\/span><\/p>\n<ol start=\"5\">\n<li><b><\/b><b> \u00a0 \u00a0 <\/b> <b>Get clients involved<\/b><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">In the main, as a creative business, be it printer, designer or a signs company, many of our clients are business owners or are invested to some degree in the success of their business. They know their brand and business and want to understand the process of using marketing to get more customers. Our client portal allows customers to get involved in the sales process, be that through saving imagery they want to use in design, to making payments, approving proofs or sharing files with us. We even have template systems which many of our multi-site clients use to edit their own personalised designs according to location (e.g. on a poster), person (e.g. on a business card) or event (e.g. on a flyer) and order straight through the system any time of day, from anywhere in the world. Pretty relevant with most networks currently working remotely.\u00a0<\/span><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193\">\n#top .hr.hr-invisible.av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-jp00gvdr-98d064f8eb1dbe52dc1f9fd3cb904193 hr-invisible  avia-builder-el-25  el_after_av_textblock  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<section  class='av_textblock_section av-1txvxe9-b00ea93861545631179200d41110c8e4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h3><b>What are the impacts of a negative or inconsistent Customer Experience?<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">When things go wrong and clients are unhappy, we must resolve issues using some amount of time, money or human resource. Spending our time fixing the way a service was carried out because it\u2019s not what the client expected. Refunding or replacing a product because the one the client received is not correct. Managing client complaints and frustrations over the phone, in person and online. Each of these scenarios drain us of money and motivation. They dampen our excitement and frustrate our clients.<\/span><\/p>\n<p><a href=\"https:\/\/www2.deloitte.com\/content\/dam\/Deloitte\/us\/Documents\/process-and-operations\/us-cons-the-true-value-of-customer-experiences.pdf\"><b><i>Customers tell an average of nine people about a positive experience with a brand, but they <\/i><\/b><b><i>tell 16 people<\/i><\/b><b><i> <\/i><\/b><b><i>about<\/i><\/b><b><i> a negative experience.<\/i><\/b><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Investigating and improving the way we manage our clients\u2019 interactions with our business alleviates and avoids much of this conflict. Making it easy for them to do business with us. Meaning you can achieve happier clients, more engaged staff and a more profitable business.<\/span><\/p>\n<\/div><\/section><br \/>\n<section  class='av_textblock_section av-1txvxe9-b00ea93861545631179200d41110c8e4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h3><b>How to use client management to drive more profitable sales<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">When your clients progress fluidly through transactions and projects and are happy to catch up throughout, and for you to follow-up afterwards, you are in a much better position to add value. You can share insight and advice as well as offer products and services that you know would help, because you\u2019ve learned lots about them through the sales process.<\/span><\/p>\n<\/div><\/section><br \/>\n<section  class='av_textblock_section av-1txvxe9-b00ea93861545631179200d41110c8e4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p style=\"text-align: center;\"><strong><em>We\u2019re really lucky to be a group of small businesses joined together as a network with the resources of a global brand and its experience, systems and processes.<\/em><\/strong><strong><em>\u00a0<\/em><\/strong><\/p>\n<p style=\"text-align: center;\"><strong><em>If you\u2019re a business looking to improve your customer experience, get in touch with <a href=\"http:\/\/nettl.com\/uk\/contact\">your local Nettl studio<\/a>.<\/em><\/strong><\/p>\n<p style=\"text-align: center;\"><strong><em>If you\u2019re a graphics or print business who might be interested in joining our network to access support, training and our global, custom built systems and software to manage clients\u2019 journeys,<a href=\"https:\/\/www.nettl.com\/uk\/nettl-partner\/\"> chat to our Nettl team<\/a>.<\/em><\/strong><\/p>\n<\/div><\/section><br \/>\n<div  class='avia-button-wrap av-jinlazj9-f47f8387f79c7df52db169272c375004-wrap avia-button-center  avia-builder-el-29  el_after_av_textblock  avia-builder-el-last '><a href='https:\/\/www.nettl.com\/uk\/studio-locator'  class='avia-button av-jinlazj9-f47f8387f79c7df52db169272c375004 av-link-btn avia-icon_select-yes-left-icon avia-size-large avia-position-center avia-color-theme-color'  ><span class='avia_button_icon avia_button_icon_left' aria-hidden='true' data-av_icon='\ue803' data-av_iconfont='entypo-fontello'><\/span><span class='avia_iconbox_title' >Find your nearest Nettl<\/span><\/a><\/div><\/p><\/div><\/div><\/div><\/main><!-- close content main element --><\/div><\/div><div id='after_section_1'  class='main_color av_default_container_wrap container_wrap sidebar_right'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-25779'><div class='entry-content-wrapper clearfix'>\n","protected":false},"excerpt":{"rendered":"<p>A great customer experience is an integral part of building brand loyalty and winning more customers. Here are our tips on how to achieve just that!<\/p>\n","protected":false},"author":171,"featured_media":25979,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[16],"tags":[531,530,532],"class_list":["post-25779","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-customer-experience","tag-manage-clients","tag-managing-client-experience"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Effectively Manage Clients : nettl.com<\/title>\n<meta name=\"description\" content=\"Learn to improve your customer experience as a small or medium sized business. Not sure where to begin? We&#039;ve shared simple tips on auditing and improving.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.nettl.com\/ie\/manage-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Effectively Manage Clients : nettl.com\" \/>\n<meta property=\"og:description\" content=\"Learn to improve your customer experience as a small or medium sized business. Not sure where to begin? 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