Your brand isn’t just about what you offer — it’s about how you offer it. 

A positive client experience is potentially one of the most important aspects of building a good brand. You want to offer a client experience that is positive, stress-free, time-efficient, and rewarding. You want to keep a customer in a continual state of feeling happy about their relationship with your brand.

So, what exactly does that look like? Here are 15 unique ways you can provide the best customer experience to keep your clients coming back for more.

1. Create a User-Friendly Website

The client experience starts with where the purchase is most likely taking place: your website. If you don’t have a user-friendly website, it will be much harder to save yourself with good customer service or product delivery after the sale. Sometimes, it might not even be possible — your client will hit the “X” button before the “Add to Cart” button.

In the early stages of the buyer’s journey, user experience on your website helps you:

• Convey professionalism
• Set the tone for a comfortable transaction
• Minimize any moments when your potential customer gets frustrated or second-guesses making a purchase

(Remember you can always get an idea of what your business would be like with an up-leveled website from Showit — you get a free trial for two weeks with no obligation, so you’ve got nothing to lose!)

2. Automate Your Email Responses

We live in an instant-gratification world. Whether it’s fair or not, people don’t like to wait for a response when they have a question or a problem. One of the best ways you can demonstrate your professionalism and show your customers you care is through a quick, proactive response. 

Set up automated email responses so that your clients hear something back right away. Even if your automated email isn’t able to solve their problem, it acknowledges your customer and assures them you’re there. Manage expectations by communicating what steps you will take and when they can expect a resolution.

Pro-tip: If you're wondering what tools you can use for this, many email marketing platforms offer automation as a feature. We love using ConvertKit; their visual automation feature makes it super easy to see exactly how a user's journey will play out. Check it out for yourself here.

3. …But Still Reply Personally

People want to work with actual people — probably now more than ever, when many businesses think they can get away with AI to solve customer problems. Anyone who has had to deal with a chatbot or an automated help desk knows how frustrating it can be.

When you do get a chance to personally address your customer’s questions or concerns, demonstrate that your response is, indeed, a personal one. Add personality and be specific about pain points brought up by their email. You want them to know that the person behind the email cares.

4. Make Onboarding Fun

Onboarding new clients doesn’t have to be a slog. In fact, it shouldn’t be. It should be an enjoyable experience! Fun touches like an impressively designed proposal, jargon-free (read: stress-free) contracts, special welcome guides, and other elements will make your clients feel comfortable from the very beginning of your working relationship.

5. Create a Client App or Portal

There are two crucial reasons to create a client app or portal through your website. For starters, it makes your clients feel special. By being part of something exclusive, they will feel a stronger sense of loyalty to you and your brand. 

That’s not the only purpose of a client portal or app, though — it’s also convenient. When all your resources are available in one place, it’s easier for clients to find what they need. That’s handy for them, so you have a happier client. It also means they’re more inclined to buy something else because they’re able to find it, so that’s more profit for you. Win-win.

6. Send Surprising Gifts

Who doesn’t love a nice surprise gift? It doesn’t have to be anything big or impressive because, as with any gift, it’s the thought that counts. Here are some ideas for client gifts:

• Send them a 10% off coupon when they sign up for your newsletter
• Shoot them a thank-you note when they make a purchase
• Offer them a freebie on their birthday

…Or any other small expression of gratitude. It may be small for you, but it will make your clients feel appreciated.

7. Incorporate Video

Video is having a moment, and it’s obvious why. Video taps into multiple senses — you can hear it and see it. It humanizes you in a way that isn’t possible with text on a page, photos, or GIFs. 

That’s not to say you have to use video everywhere. It’s not always practical. (Hence why you’re reading this article right now instead of watching it as a video.) But if you can find places to incorporate video on your website, in social media, or even in your newsletters, go for it.

8. Offer Multiple Methods of Communication

Not everyone communicates the same way. When you offer multiple methods of communication, you make it easier for your customers to get what they need in a way that’s convenient (and comfortable) for them. Plus, multiple methods of communication allow clients to see different sides of you, so you build a stronger relationship. They get to know you via email, phone call, Zoom call, or even an in-person meeting.

9. Create a Referral or Affiliate Program

When you have a good relationship with a customer, they might be inclined to send more business your way. So, show them you appreciate it! Not only will rewarding clients for referrals strengthen your existing relationship, but it will also encourage them to keep sending more referrals. 

Some businesses will create a referral or affiliate program that offers a percentage of sales to their customers, but you don’t have to do anything that big. Something as small as a discount, a free sample, or even a thank-you note can go a long way.

10. Hire a Customer Success Manager

Keeping customers happy should always be your goal, but sometimes it feels like a full-time job. Communicating with them, addressing problems, answering questions — it all builds up. So if you have the resources, consider designating a member of your team to look after customer satisfaction. When they can make that their primary focus, it frees your other team members up to handle their own responsibilities without ever neglecting a customer in need.

11. Interact with Clients on Social Media

People want to build relationships and community on social media, and that includes your brand. When your customers feel as if your business is a friend and not just an obscure entity, they are more likely to be loyal to you. 

By liking and commenting on a customer’s post, DMing them, tagging them in your Stories, and taking a personalized approach on social media, you show them that you appreciate them and that your relationship matters.

12. Use a Chatbot on Your Website

You can’t be available all the time — but a chatbot can be. You’d be surprised at how many minor questions a chatbot can answer. Of course, it can’t deal with hyper-specific questions that a customer has, so those will likely have to be referred to a living, breathing member of your team. The chatbot can still provide basic information to a customer whenever they need it, even if it’s at 1:00 in the morning.

13. Prioritize Convenience

The more you ask of a customer, the more opportunity you give them to “nope” out of the sale altogether. People want simplicity, not complications. The more steps a sale requires, tasks that have to be completed, or hoops a customer has to jump through, the less likely they are to proceed. They might get frustrated or decide they don’t have the time. By making your client experience as convenient as possible, you make the sale more accessible. Who doesn’t like it when it’s easy to buy something they want?

14. Make Use of Client Reviews

What’s the best way to show a customer you actually care about what they think? By sharing their thoughts with the rest of your audience (with their permission, of course).

When you get reviews and testimonials, take the time to respond personally to each one. Thank them for the positives, and try to rectify the negatives. Then you can ask permission to share their review either on social media or your website. These positive reviews will help others on a similar journey discover what you have to offer — and convince them it’s worthwhile.

15. Keep Engaging After the Sale

Your relationship with a client doesn’t end once you’ve closed the sale. That’s just the beginning. To keep that customer experience going strong, continue to interact with them on social media, send relevant emails, let them know you’re thinking of them on holidays, offer them discounts, and do what you can to keep them engaged.

 Delight Your Customers with a Stunning Showit Website

You’ve probably noticed throughout this whole list that all of these methods start with your web presence. You need a well-planned, efficient, attractive website if you’re going to give your customers the type of experience that keeps them coming back. 

If your website needs a refresh, Showit can help you create exactly what you need. We’ve got a two-week free trial, so you have an easy, no-obligation opportunity to try out all the features firsthand!