Posted on | August 20, 2015 | No Comments
Whether we think about it or not, every day we visit the client experience zone. I am sure that we can all come up with both stellar and atrocious customer service stories and how those experiences caused us to embrace or jettison products, services and companies from our lives. We’ve heard co-workers, family and friends spin stories on why you should use this product or not use that service. Brand loyalty is fierce (see the Cola Wars) and trust and longevity carry a heavy weight in customer relationships. In the end, it always seems that positive customer service is the one key driver that perpetuates a healthy client experience.
The Wharton School at the University of Pennsylvania offers the following elements that can lead to a great client experience:
- Engagement: being polite, genuinely caring and interested in helping, acknowledging and listening.
- Executional Excellence: patiently explaining and advising and having product knowledge and providing unexpected product quality.
- Brand Experience: exciting design, consistently great product quality, making customers feel they’re special.
- Expediting: being sensitive to customers’ time, being proactive in helping speed the process.
- Problem Recovery: helping resolve and compensate for problems, upgrading quality and ensuring complete satisfaction.
At Ennect online marketing software we strive to provide top shelf customer service that leads to great experiences and happy, educated and loyal users.
Check out some these Ennect Client Experience Zone tales!
Kathy – Educational Programming Director
“We called customer support quite a bit that first year,” remembers Kathy. “They were always willing to help us understand the way it works as well as assist on the backend with content changes. We could not have done it without them.” Kathy, like many small business owners, finds herself with too much to do and too little time to do it all. While Ennect offers do-it-yourself ease, some busy business owners appreciate having a person to call for help. And for that reason, Kathy sings endless praise for Ennect’s customer service and IT staff. “What a pleasant surprise in a world of customer service ‘no where to be found’ land. The awesome and affordable pricing and equally impressive is the tons of options and data collection inherent to the program. This is truly NOT a case of ‘you get what you pay for’… Because it is more like, you can’t believe all that you get for so much less than the competitors,” adds Kathy.
Susan – Fund-Raising Chair
“And, when we had questions, Ennect’s customer service was really responsive. They even came up with ideas to help us get people to sign up—like early bird pricing—and showed us how to save money by treating multiple classes as a single event. Ennect Event has saved our volunteers an amazing amount of time and effort.”
Donna – Executive Secretary
“I get great customer service with Ennect. It’s amazingly helpful to have someone there to answer my questions.”
Connect with Ennect’s customer service professionals today to learn more about our online event management and email marketing options. Visit www.ennect.com.
… Hang on! You are now leaving the Client Experience Zone!