Can there be a way to plan the customer experience and be a source of delight to them, in the way we wish? As we manifested our dreams, we realized that the customer experience can be mindfully articulated, planned, and designed.
How We Turn Our Clients’ Expectations Into Ultimate Delight?
Overall, businesses are responsible to manage expectations to maintain a healthy and rewarding relationship with their clients. Clients look forward to the business’ reputation, consistency, level of productivity. Konstant ensures:
- Honesty: Being honest from the get-go
- Productivity: We promise less but often tend to deliver more
- Anticipate Needs: We are often proactive with the client’s needs
- Effective Communication: We maintain consistent communication
- Minutes of Meeting: We do a lot of reporting in the form of emails detailing tasks completed within the week without clogging a lot of time
- Value: We ensure that our clients do value what we have to offer
- Loyalty: We focus on loyalty and try eliminating any traces of dissatisfaction (in case there are any)
- Empowerment: We believe in empowering our teams and empathize with customers
- Resolving Issues: We believe in taking active steps in resolving any customer-facing issues (from their end or our end)
- Ownership For Past Mistakes: We are mindful in case we commit not-so-good-to-know mistakes, unknowingly/knowingly
- Apologies: We back our apologies with action and conciliate if required
- Focus on End Result: So the work we do surely focuses on clients needs and in line with their goals
- Responsive: We seek and give quick responses and nip any doubts in the buds
- Best Practices: We believe in equal give and take; share best practices across internal groups and silos – which eventually makes customer’s experiences, communications, services and products easier to understand
Every customer is unique and brings forth a different set of expectations along with. The true differentiation on the experiences that we deliver is amongst the most difficult things for any competitor to copy because every client’s experience is unique to their business strategy, their brand, and their knowledge of their customers.
It’s the business strategy, the brand and the customer experience that intersects and causes the delight to our customers. As we endeavour to exceed at all three of these criteria, we never undermine the results of working hard, always being on toes till the deliverable is market-ready, anticipate the needs and acknowledge them at every iteration, following the complete software development lifecycle to ensure delivering beyond the customer’s expectations. We maintain our streak by being consistent across the channels we cater to. We have adapted and innovated our way through the COVID-19 crisis and are working to eliminate data and service silos.
Do We Select Our Clients or They Select us?
We get attracted to clients’ who are reflective of the things that we are building. We accept all criticism in good stead. We analyze the feasibility of the project and do not accept the ones that do not align with the development team’s potential, technologies unknown to us, or unresolved security/legal/hardware/software issues.
Making A Move: Towards Matching Our Efforts With The Clients’ Expectations
Konstant truly believes in exceeding expectations that could propel their business towards the right path. A little encouragement can go a long way simultaneously. We have some client – tell-tales that brought us in the spotlight early this year (2020), dive deeper to know:
GoodFirms:
G2.com:
Clutch:
Conceivable: The Road Ahead
Clients’ experience is bound to encompass everything that we have to offer. We work to expand the idea given to us and in the way, we even go ahead to suggest a few edits and regenerate it further. We embrace the idea carefully, even the terrible ones, but never let our conversation with the clients go downhill. A preliminary negative remark is hard to manage and it can eventually make it difficult for the conversation to go any other way. We never reinforce our mistakes or sound defensive after committing one, as it could lead to poor results overall. As a starting point, we focus on doing it differently every time in the future.