Seven tips on customer experience optimization from our client success team

Learn how to improve your client experience with the transferable knowledge of our healthcare industry expertise

Consumer expectations are rising—alongside technological innovations—and a strong customer experience is key to boosting retention and loyalty.

Join us to explore the most effective ways to improve your customer or client experience with expert advice from our client success team at WeCare tlc.

What is customer experience optimization?

Whether you’re running a service-based business that’s tending to clients or a product-supplying company with customers, customer experience optimization is a practice your team should be following to better understand and enhance your customer’s journey across all touchpoints with your business.

Optimizing your customer or client’s experience means you’re talking to them about their needs and finding a way to successfully meet them in a way that is still most efficient and financially viable for your company.

Why should I invest in customer experience optimization?

94% of consumers who rate a company’s customer experience as “very good” are likely to recommend it, while only 13% of those who rate it “very poor” would do the same. Around 75% of consumers who give a company a “very good” CX (customer experience) rating are willing to overlook a bad experience, compared to just 15% of those who rate the CX as “very poor.” [1]

By ensuring your team is fulfilling all of your client or customer’s needs and wants, you’ll cultivate trusted relationships that allow them to clearly understand the value you bring to their lives, resulting in long-term partnerships and brand loyalty for years to come.

Top seven tips on customer experience optimization from our client success team at WeCare tlc

1. Create a tailored experience

There is no “one-size-fits-all” approach to client experience optimization. To successfully onboard new clients and maintain relationships with current ones, you need to learn about and tend to each client’s unique needs.

Your team should curate a tailored experience for your clients that shows the genuine thought and concern you put into your relationship with their businesses. Putting this into practice could be as simple as communicating via text instead of your standard emails or as complicated as offering a new service they’re seeking for their team.

2. Stay engaged

Don’t neglect to optimize the customer experience once your clients are onboarded. Many companies make the mistake of investing all their efforts in optimizing the client experience during intake but fail to recognize the importance of keeping clients happy afterward.

Your customer or client retention rates are essential to the success of your business, so you need to build loyal customers and long-lasting partnerships with your clients. If your clients are unhappy, they can easily end your partnership and work with your competitors instead.

It’s also important to check in with your oldest or easiest clients—those who never ask for anything new and always seem happy with the services they’re receiving. Although they likely are satisfied with your services, it doesn’t mean you shouldn’t take the time to work with your team and think of new ways to level up their customer experience based on your knowledge of them and their business.

3. Cultivate a genuine partnership

Especially in a service-oriented industry, focus on establishing true client partnerships. Your partnership should not be purely transactional but relationship-driven so they feel valued and appreciated. You want your clients to understand that you appreciate them choosing to partner with your business instead of your competition.

Show your clients that you’re interested in the success of your partnership and their business as a whole. Act as a sounding board and trusted advisor for your clients whenever possible. It will only help to strengthen your collaboration further and often takes minimal resources from your team.

4. Lead with your core values

Your core values are one of the best guideposts for optimizing your business’s client experience. Pre-established core values can help you form genuine relationships with your clients and consider the most important parts of your customer’s journey to hone during regular optimization efforts.

For example, at WeCare tlc, our core values include Commitment to Excellence, Accountability & Collaboration, Honesty & Integrity, and Empowering Growth—all of which directly apply to how we approach our client relationships and provide individualized experiences for each client.

5. Communicate clearly

As in any relationship, communicating is vital to cultivating strong relationships with your clients and effectively optimizing their experience with your business. Establish a clear communication schedule and methodology based on each client’s needs and preferences.

At WeCare tlc, we offer a wide variety of communication schedules and methodologies to our clients—weekly email check-ins, monthly meetings, client retreats, and annual clinic visits by the executive team. We’re also open to incorporating new ideas into our communication schedule based on what our clients want.

6. Ask for feedback

Many businesses make the mistake of making assumptions about the satisfaction rates of their current clients when best practices tell us that we should set up standard operating procedures for collecting data that we can utilize to optimize the customer experience. In fact, 59% of consumers want businesses to collect data about them and use it to personalize their experiences. [2]

A great way to do this is by sending out regular surveys and setting up meetings for feedback to understand what’s working and what’s not. These practices will allow your team to improve the experience of your existing customers and proactively optimize the customer experience for those starting a partnership with your organization.

At WeCare tlc, we send monthly patient satisfaction surveys to learn what’s working and what can be improved at our health clinics. We also send quarterly surveys to our clients to review areas of opportunity as a company in our services.

“With the information collected through these surveys and other outlets, we create data-based reports that deliver actionable insights and showcase the value of our services to our clients,” shares Lauren Kirschner, our Director of Client Services. “It allows your clients to always understand what is going on, which effectively strengthens our client relationships. It also allows our team to be more proactive and strategic in our client experience approach, rather than reactive.”

Remember: customer experience optimization should be a continuous effort. You won’t ever be “done” with it. As your business evolves, the needs and wants of your clients or customers will do the same, and their satisfaction is the ultimate indicator of your success.

7. Be transparent about customer data

Knowing how a company gathers, stores, and utilizes data plays an important role in consumers’ decision-making process. 70% of consumers won’t purchase a product or hire a service from a company they view as lacking security. [3]

Investing in strengthening security measures and being transparent, especially about how you protect their data, can build trust and confidence, encouraging potential clients to choose your brand over others.

How we’re keeping our clients happy

At WeCare tlc, we are truly committed to optimizing the service experience for our clients—that’s why we have an entire department dedicated to that role. Our client success department’s mission is to advocate for our clients by maintaining continuity, consistency, and clarity in all that we do.

Each of our clients comes from a unique background and company culture that we work to integrate into our client experience and the experience of the patients we serve at our health centers.

“At WeCare tlc, we have the philosophy that clear, intentional communication drives better engagement and trust with our clients,” explains Lauren. “There may be some tough conversations along the way, but we work through them and always bring effective solutions to the table to meet the needs of our clients.”

“At the end of the day, the key to maintaining strong client relationships is knowing that you have their best interests at heart, and remembering that it’s not the words that you say, but the actions you take to back it up,” advises Lauren.

Learn how WeCare tlc can enhance your healthcare strategy.
Contact us to discover how we can design a customer experience that aligns with your company’s objectives.

Sources:
1: XM Institute | ROI Of Customer Experience
2: Zendesk | 35 customer experience statistics to know for 2024
3: Zendesk | Best practices for data privacy | CX Trends 2024