RFM157 – 5 Things You Can Do Today to Improve Your Customer Experience and Retain More Clients

RetainFM – Build your Digital Agency on Recurring Revenue

Main talking points include:

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Understanding Customer Experience in a Digital Agency Context:

Explanation of customer experience (CX) and why it's important in the digital agency business. This includes marketing to new clients, servicing clients professionally and retaining / maintaining a lasting relationship with them.

The Five Strategies to Improve CX and Client Retention:

Strategy 1: Improve Communication

1. Clear and regular communication is vital for any effective relationship
2. Practical tips to enhance communication with clients today

Strategy 2: Deliver On Promises

1. Always on promises and meet client expectations – this is not negotiable
2. Share tips on how to ensure consistency in delivery

Strategy 3: Don't confuse clients (aka Simplify Technical Jargon)

1. Explain why simplifying technical jargon is essential for better CX
2. Offer tips on how to simplify complex digital terms and concepts

Strategy 4: Regular Client Feedback

1. Discuss the importance of client feedback
2. Practical tips for setting up a feedback system

Strategy 5: Stay in touch!

1. Just because a client isn't on a retainer with doesn't mean they won't ever need your services again. Find ways to stay in touch with your past clients to remain top of mind and provide the easy opportunities to work together again.
2. Share strategies for tailoring your approach to individual clients

Previous Episodes

• Generating Leads with the 1/9 Rule
• What to do with a Lead once you have one

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