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When you run a business, you want people to have a great experience with your company. You want them to tell their family and friends just how amazing it is.

 
As a business owner you have to pay attention to everything from human resources to cash flow. But having a well-run business hardly matters if you don't have customers fueling your business. And that's where your customer experience strategy comes in. You won't have customers (besides your parents and friends) if people don't enjoy the experience of engaging with your company. That may seem like common sense, sure. But it may be easy to miss when you're worried about every other aspect under the sun in running a business.

The light went on in my head about creating a great customer experience the day I had to make a $34,000 payment to my Amex card in a foreign currency from an American bank. (How I got into the situation of having to make such a payment is quite another story.) When I called their customer service I was sure this was going to take me forever. However, to my surprise I was instantly emailed the instructions by a helpful customer service rep. Within minutes of my call, the payment was made. They made it easy for me as the customer which made me think, “wow look how easy they made it for me to pay them”. They actually made paying a $34,000 bill an enjoyable customer service experience.

After this enlightening experience with a stellar customer service strategy, we realized we needed to implement new ways to make our customer services strategy at RSW stand out from the rest. We are constantly looking for new ways to make our client experience easy and one of a kind, making sure that we surprise and delight our clients every step of the way. We really get to know our clients and make every effort to make them the focus of our business. It’s one of the keys to marketing success and best of all, it doesn’t cost very much!

So how does your customer service measure up? Are you practicing and offering stellar customer service? If not, I challenge you to take your service up a notch. Instead of just being satisfied with having happy customers, create ecstatic fans that talk to their friends and family about your business.

Need assistance? Our RSW advisors can help. Contact us today.