This is how to put customer experience on point in your office
ACCOUNTANTS
This is how to put customer experience on point in your office
Retaining a client is just as important for an accountancy business as attracting a new one. Perhaps even more important. But how do you strengthen client relationships so they can grow and prosper well into the future?
Ask, listen and observe
Clients want to be understood. So keep asking until you have their needs razor-sharp in your mind. This will surely help you design the right offer and experience.
Ask your team why they think customers like working with you. Then ask your customers the same question and compare the answers. By engaging in dialogue with your customers (and employees), you can find out what works and what doesn’t. It’s a way to observe their behaviour, recognise patterns, innovate products and services and develop a service strategy that matches their goals – to differentiate your office from others.
Tip: Differentiate 2.0
To listen is to pay attention. Showing respect. With financial statements in a personalised Hard Cover or Soft Cover, you show tons more respect than with a soulless brown envelope.
Give your stakeholders a video book containing the annual report as an animated infographic. Or welcome new customers with a personalised video message. Anything goes. Anything goes.
Special document? Present it in this certificate holder bearing your own logo or a text and image of your choice. For a luxury finish, choose a cover in real leather.
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Make the Net Promoter Score your guide
You’ve probably already seen the question “How likely are you to recommend our business to a friend or colleague?” pop up on your screen. Well … that’s a company that uses the Net Promoter Score, or NPS – a benchmarking tool for customer satisfaction. Customers fill in a simple survey, after which their answers are converted into a single overall score via a formula.
The NPS is a simple and quick way to get a picture of how satisfied customers are with your products or office. Of course, it does not say everything, but by applying the NPS at different points in the customer journey, you can research specific products or services.
Keep customer experiences exciting
Communication comes from both sides. If your team isn’t enthusiastic about your products and services, your customers won’t be either. Weekly or monthly touch points with your team will help you stay focused on customer experience. Brainstorm with them on ways to innovate and make your customers feel special. When you involve the team in creating ideas, it creates more enthusiasm in interactions with your customers.
No team to brainstorm with? No worries.
We are happy to inspire you.
Impressing a new customer? Or reward a loyal customer? You can do so with a luxury gift box. Available in different sizes, colours and materials. You decide what the box looks like, and of course what you put inside.