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Digitising your client experience (Part 1)

Digitising your client experience (Part 1)

Baz Gardner
Founder and Principal of The Social Adviser
Baz Gardner
Founder and Principal of The Social Adviser

Digitising your client experience (Part 1)

Big thank you to Baz Gardner for jumping on today’s web event. This is Part 1 of a 2-week dive into digitising your client experience.

Baz managed to squeeze quite a bit into our (just over an) hour session. Here were a few nuggets I noted down as we went along:

Go through and document your ENTIRE client engagement process.. every. single. step. And do so on a cloud based server.

In mapping out this process, link out to any actions in any relevant steps ie. videos, documents etc.

Don’t get hung up on making the process perfect before you start executing… you’ll never execute. Progression over perfection!

Think about your key personality brand, both as individuals in your company, and as a team. Is the way you communicate with clients and prospects reflecting your personality brand. Is there a disconnect between your authentic self and how you present yourselves (and your business) to prospects/clients. If there is, this is creating cognitive dissonance.

Set the expectations before the first meeting. Have you give them clear instructions on how to get to your office (record a virtual tour video), do they know how long the meeting will run and what they can expect? Remove their assumptions and fears by setting the expectation.

Bring their fears into the light. Baz explains this really well in the video.

Loved Tim Henry’s challenge to himself following this session – “which of our emails to clients could instead be short personalised videos?”

Next week, Baz Gardner is going to continue sharing his steps and framework for digitising your client experience. I’m with you Stuart Mangion, looking forward to it! See y’all live next Thursday 11am AEDST 儭

7 months ago

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Big thank you to Baz Gardner for jumping on today’s web event. This is Part 1 of a 2-week dive into digitising your client experience.

Baz managed to squeeze quite a bit into our (just over an) hour session. Here were a few nuggets I noted down as we went along:

Go through and document your ENTIRE client engagement process.. every. single. step. And do so on a cloud based server.

In mapping out this process, link out to any actions in any relevant steps ie. videos, documents etc.

Don’t get hung up on making the process perfect before you start executing… you’ll never execute. Progression over perfection!

Think about your key personality brand, both as individuals in your company, and as a team. Is the way you communicate with clients and prospects reflecting your personality brand. Is there a disconnect between your authentic self and how you present yourselves (and your business) to prospects/clients. If there is, this is creating cognitive dissonance.

Set the expectations before the first meeting. Have you give them clear instructions on how to get to your office (record a virtual tour video), do they know how long the meeting will run and what they can expect? Remove their assumptions and fears by setting the expectation.

Bring their fears into the light. Baz explains this really well in the video.

Loved Tim Henry’s challenge to himself following this session – “which of our emails to clients could instead be short personalised videos?”

Next week, Baz Gardner is going to continue sharing his steps and framework for digitising your client experience. I’m with you Stuart Mangion, looking forward to it! See y’all live next Thursday 11am AEDST 儭