The Three Stages of the Customer Experience

Customers are the lifeblood of business. Profit isn’t always the sole reason to be in business, but it’s profit that allows generic

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the paying customers on the other side. So, it stands to reason that the customer’s experience should be above all else.

This philosophy is most applicable to the professional service industry. Clients of a service industry are more than just a source of income; they can become a vital part of your marketing and success. This is, of course, if you treat them well. Let’s examine the three major stages of the customer experience. Beyond that, we can identify areas for improvement.

Stage 1 – Discovery will viagra make me harder /

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Customer experience starts before you ever meet your client. Though it’s scary to think about, your website and past clients have the potential to either entice or deter. When considering how many

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competitors there are out there, first impressions become invaluable. Put your best work

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up on your website and

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make sure to immediately rectify all negative interactions on social media. You want to keep these incidents public so others can name for viagra see you do the right thing.

Once you’ve

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secured yourself a new client, both parties must come to an agreement to begin the project. This can be anything from a kickoff call to a final proposal and contract signature. The agreement serves to set expectations and limit unexpected problems down the road. Nobody likes saying no

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(I hope) but it’s important to make clients aware of what’s realistic and what’s out of scope. I’ve seen what can happen when a project begins with empty promises and it’s not pretty. Honesty is the best policy when it cialis generic comes to clients; if you can’t meet every request, just say so.

Stage 2 – Execution / Collaboration

While I consider this stage to be most important, it is often the most neglected. Consistency plays a major role in the customer experience. Clients want to know that they can rely on you and your services. To aid this, you must hold every point of contact to the same standards.

It’s staggering how many companies, the service industry especially, seem to drop the ball at this stage. After hiring you, the next time the client hears from you should not be when it’s time to collect payment. Clients don’t want to feel like a giant wallet; they’re handing over their hard earned money and expect you to treat them well.

During this stage, open communication must be present to avoid scope creep. Lack of communication between start and end points can result in a project coming off the rails. The first thing I recommend for ensuring a smooth project is to lay out your project timeline. Organize all the major milestones to hit and when you must hit

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sharing it with clients along the way, the timeline will also aid in setting expectations. Knowing

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the game plan makes them feel like part of the team and will help put their minds at ease. Don’t stop here, now that you have your timeline built and shared with your

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how does viagra or cialis work client, keep it updated. When something’s done, let them know. Constant updates prevent miscommunication while giving clients peace of mind.

As with any project, changing plans and unforeseen problems are an inescapable acquistare cialis viagra levitra part of the job. Damage mitigation is possible if you can address it as it happens. There’s nothing worse than completing a large stretch of work only to find out it was wrong the whole time.

Also, I’ve found this client-centric philosophy to build trust in your expertise. As a service professional you will have to tell a client that some of their ideas are bad. Sometimes it’s hard to get them to take your professional advice. If you have their trust from the beginning, they are more likely to take your word and follow your lead.

Stage 3 – Customer Service / Wrap Up

The Basics of Drip Campaigns [INFOGRAPHIC] - An Infographic from Pardot

Embedded from Pardot

This last stage differs depending on which industry you are looking at. For companies selling products, this stage consists of customer service. As for the service industry, it’s anything ongoing like maintenance or even the way you handle things after a project ends.

As the project comes to a close, gather feedback from your clients.

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helps you pinpoint your performance level while improving future projects. After-project surveys are a

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great way to gather this data. Also, secure a testimonial if the experience was top notch. Testimonials will be great additions to your website as mentioned in Stage 1.

Always maintain the relationship, even after the project has ended.

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Anything you can viagra without a prescription do to keep your company top of mind will increase chances of repeat business and word of mouth referrals. I don’t think I need to stress how vital word of mouth how long does it take for viagra to kick in is for professional service providers. I would recommend setting up an email drip campaign; it will help you stay on top of existing clients.

Extra Value Adds

Finding unique opportunities to add value is a strategy that I don’t think gets utilized enough. Most companies will expand their services or workforce to accommodate more clients. It’s my belief that if

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you add value in a novel area, you multiply the effect.

I like to use an interesting example to explain this idea. Domino’s Pizza makes and delivers pizzas. That’s their product and service. alfuzosin and cialis One of their biggest value

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adds to customer experience is the Domino’s Pizza Tracker. They added this so their customers can finally answer that nagging question: “Where the hell is my pizza?”

They identified an opportunity to improve their

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customer experience. It had nothing to do with their actual product or service; the pizza remained the same, but now you know more about it’s journey. Pizza lovers knew the customer experience at Domino’s was superior. Picking out a unique value add resulted in a significant boost to business.

At Brevado, we built our product on a foundation

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of these philosophies. We are making communications with your clients as easy 20 mg cialis directions and effective as possible. We believe project management should include your clients. They are the lifeblood of business, after all.



An ambitious first-time entrepreneur looking to grow and share lessons learned with others. Steve is Co-Founder and UI / UX Designer at Brevado with more than seven years of experience. He is also an aspiring writer and manager for "The Minds of Brevado" blog.

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  • Nicholas Guidi

    +1 Working in service industry for most of my adulthood I couldn’t agree more!

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