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We have done this since day one of Duo. As we continue to grow, we think about how we can incorporate these little things that make a big difference into our business. It’s rewarding for us because we see how much our clients appreciate it. All these little things add up to make a great client experience—and that’s always our goal!
Why Client Experience is Important
Not only is it important for SEO, but it’s about taking a relationship with a client to a deeper level. We always want to give them an experience that they enjoy and remember. If you create memorable experiences and your client is happy with the whole process, you’ll probably have a strong referral program. You’re building a community, making connections, and growing your business along the way.
Read about an SEO client experience and branding client experience with us!
7 Little Things That Make a Big Difference in Our Business
Before we jump in, we want to say that these little things that make a big difference are embedded in our workflows. We do these all the time because we have a process for them. It can be easy to not do the little things because you can forget about it or it’s not built into your workflow. Even though they’re little, we have a task in Asana for them. They are part of our processes to make sure we don’t miss them. That’s how important these little things are to our business!
1. Starbucks Coffees
We talked a while ago about crafting a client experience strategy, and part of that is to surprise and delight your clients. Our favorite way to do this is by sending a Starbucks gift card during client onboarding. We want them to feel a part of our team. Not to mention our brand was literally built on beverages (Hello, Tips & Sips) and it’s part of our brand. We want our clients to feel brought into our brand.
2 Designed Proposals
We just started implementing this one in the last year or so. We stole this idea from our friend Sarah Kleist, who we hired to help with some design work. Her proposal was so beautiful and the process was so easy that she actually successfully upsold us in the proposal! We didn’t feel like we went from her beautiful brand to a boring proposal. The experience was uniform throughout.
So now our proposals are almost like their own web pages. It’s one of the reasons we chose Dubsado as our CRM. Episode 108 deep dives into Dubsado and why it’s a great platform for creatives. Dubsado specializes in the design piece of your processes. The design and branded experience is why we use them. It’s like you aren’t leaving one experience to go to the next. It all feels like the same process. It takes a little more work to get everything set up, but once it is, it runs seamlessly.
3. Answering Tips & Sips Emails
We take the time to respond to Tips & Sips email responses. The more your list grows, the harder it will be to keep up with responses. But it’s shocking the amount of times we’ve responded and people writing back saying they can’t believe we responded. We created a positive interaction and experience with our brand just by taking two minutes to respond to their email.
We enjoy talking to our audience but at the same time, we’re nurturing our email list. We care about every single person on our email list. We truly appreciate your time reading and responding to our emails. If you have a question, we’re happy to answer because that’s the whole point of providing value to our audience.
4. DM’s and Voice Messages
Along the same lines, we try our best to respond to all the DMs we get on Instagram. If you have a question about something, we usually respond with voice messages. It creates a more personalized experience by responding verbally. And it’s faster for us to respond over voice message than typing it all out 😉
By responding to comments in communities or messages, we aim to help, not sell. It’s a little thing that makes a big difference – people don’t want to be sold all the time. They just want their question answered. If you truly care about your audience, you should be happy to answer that question without trying to sell them.
5. Showing Up (oftentimes for free)
People appreciate us offering our knowledge for free. By showing up and giving our knowledge for free, we usually end up selling people without trying to. We aren’t holding things back. We want to educate our audience on SEO and branding and build a supportive community.
It’s not just showing up online. We make guest appearances in other people’s coaching programs, podcasts, and memberships to offer value. We do that because we aim to help and it’s also getting us in front of other audiences. It’s an opportunity for them to join our community and we can nurture them from there.
6. Hosting Local Community Events
We’ve recently started showing up locally. We’re part of a paid annual membership called the 10th House, which is part of the Female Founders Collective. The people in this group are phenomenal. We’ve had many podcast guests from that group. We can’t say enough good things about this group!
Anyway, we hosted a meetup event in Minneapolis recently and it was so fun to connect with other local business owners. People are craving community and need to get out of their houses. The meetup wasn’t salesy at all – it was just meeting other entrepreneurs in Minnesota. It was so fun and we’ll definitely be hosting another one again soon!
7. Always Giving a Little Extra (even if it’s super minor)
We are classic over-deliverers. We can’t help it! We always do a little extra something for our clients. We get so excited and into it that we sometimes overdo it (we need to reign it in a little!) but it’s always something our clients appreciate. We give something extra to go above and beyond what our contract spells out.
Here are some examples:
- Our contract says we provide 50 keywords but Abbey rarely provides less than 100
- Court throws in a few extra submark logos if she can
- Abbey researches extra competitors
The little things that make a big difference in our business don’t require a ton of extra time or money. We always think about how to elevate our client experience with these little things and implement them into our processes. We hope this inspires you to incorporate little things that make a big difference in your business!
If you liked today’s episode on The Duo On Air Marketing Podcast, don’t forget to leave us a review & subscribe!
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Abbey Oslin and Courtney Petersen are Minnesota-based marketing experts, educators, and co-founders of boutique marketing agency Duo Collective, which specializes in SEO, social media strategy, and branding for small business owners and creative entrepreneurs. To learn more about Duo Collective, or to inquire about working with our team, head over to www.duocollective.com.
To inquire about being a guest on Duo On Air, please fill out this application form.
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