Business leaders and recruiting firms who want to stand out from the crowd know that prices and service features aren’t enough to build a strong brand reputation anymore. It’s an outstanding client experience that truly gives a lasting impression. The importance of client experience has grown exponentially that 45.9% of business executives consider customer experience to be their top priority for the next five years, making them think of taking strategic steps to meet client expectations with flying colors.
Client experience has a powerful impact on your business because it defines how your customers perceive your brand and whether they would have something positive to say about it. Studies show that people typically share a positive brand experience with an average of 9 people but will share a negative experience with 16 people.
Considering this in today’s world, where technology has opened more platforms for consumers to voice their thoughts, their experiences are critical to brand reputation. So, businesses are doing what they can to ensure that every single client interaction is an opportunity to strengthen their image.
Let’s take a look at four reasons why prioritizing your clients’ happiness is essential in strengthening your brand reputation.
Customer experience is a key marketplace differentiator today.
A top-notch customer experience is a valued asset that ensures your company remains distinct from competitors and make you your clients’ first brand of choice. The main goal is to exceed their expectations and deliver consistently in all touchpoints. An impressive experience reduces churn, promotes loyalty, and ultimately increases revenues that lead to higher profit.
Moreover, a positive client experience ensures that your customers continue doing business with you in the future. When brands are accurate and reliable in their services, expectations are exceeded. The experience is seen as a valuable quality that they will look for in their transactions with other brands.
The opportunity to gain an advantage lies not just in making a lasting impression that sets you apart but also in setting the standard of client experience against your competition. Going the extra mile in ensuring your clients are treated with extra care and support is a powerful reputation management strategy that will make your brand unique from the rest.
A customer-centric strategy can create brand advocates.
A client-centric strategy will set you apart from the crowd as you make today’s clients into tomorrow’s advocates. Companies that adopt a customer-centric approach consider the impact their decisions will have on the client experience before implementing anything. By doing this, businesses ensure that the clients’ experience with their brand remains straightforward and seamless.
The goal is to identify what your clients like and dislike and tailor your services to meet their expectations better and increase customer satisfaction. Ultimately, a superb and fluid client experience creates returning customers that can become potential brand advocates who will reinforce your reputation and build credibility.
Additionally, a customer-centric strategy also holds significant business value. In fact, reports show that companies that implement a customer-centric approach generate 60% more profits than those who don’t. This means strategizing with your clients in mind poses long-term benefits not just in elevating your brand image but also increasing profits.
Capturing client feedback gives you control over your brand narrative.
Your clients’ voice impacts your brand the most in the form of reviews because they can now directly influence the public perception of your company. Positive reviews will make your brand more attractive to clients and draw them toward you over competitors with lower-rated reviews; while on the other hand, negative reviews will cause them to think twice before making you their brand of choice. With studies showing that 92.4% of consumers use reviews to shape their decisions, a client’s feedback is powerful enough to either build or break your reputation. This is why actively managing your reviews is essential in growing your brand.
Responding to a huge volume of reviews can take much valuable time from your team, but with a reputation management platform like Great Recruiters, the responding process can be optimized and drastically made more efficient. Tools like these can help give you an edge over competitors because currently, only 36.7% of consumers actually receive a response to their review without these tools. When you take the time to address your clients’ feedback, whether positive or negative, your brand stands out in the client’s mind.
Another advantage to using tools like Great Recruiters is the opportunity to convert positive reviews to testimonials that you can promote on your profiles and website. User-generated content is an effective word-of-mouth marketing strategy that will not only help engage existing and potential clients but also strengthen your brand reputation as it provides the social proof needed to build your credibility.
Personalized experiences and emotional connections are powerful tools that forge brand loyalty.
Personalized experiences and emotional connections are key to standing out in a market full of other brands. A top-notch client experience is delivered when your team emotionally connects with your customers at every interaction. When you treat each of your clients with care, this demonstrates that your brand values them and that you’re mindful of them. As you do this, you forge a long-lasting relationship that’s built on trust and credibility.
Research shows that more than 50% of client experience is anchored on emotions, and it’s this very emotion that determines their decisions. This is why an emotional connection is the building block of a strong client experience. Brand loyalty happens when clients get emotionally attached, and they remember the positive feelings they feel whenever they interact with your brand. Utilizing this strategy will naturally grow your reputation and your businesses. In fact, a company that makes it a point to build an emotional connection with its clients generates 85% more in sales growth.
At the end of the day, your client experience boils down to the overall feeling that your clients are left with once they’re done interacting with your brand. Make them remember you by delivering a personalized experience that they would look forward to time and time again.
Create a unique client experience that makes your brand different from the rest.
Great Recruiters provides an efficient system where you can generate insights, manage your reviews, and create testimonials all on one platform so you can manage your brand reputation better. Send us a message and schedule a demo to find out how you can create a top-notch client experience that will make your brand stand out from the crowd.