Hug Your Customers: Making Your Client the Main Character

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Today, we’re going to talk about the importance and power of customer service and how to make the customer the main character. What does it look like to make THEM the main event in your copy, marketing, and throughout your business?  

I'll offer you some tangibles for content creation and the customer journey and how to hug your customers with exceptional customer service each and every step of the way!

In the episode: 

• Why does customer service matter? 
• What's the power and potential of having GREAT customer service? 
• What are some examples of bad customer service and how can we do better? 
• Tangibles for content marketing, customer journey, and more to improve your customer service throughout your business
• The 5 C’s of client experience and customer service
• And more! 

Resources Mentioned:
Hug Your Customers book by Jack Mitchell

👉🏻  EXTENDED SHOW NOTES BELOW:

1. Learn about your customers and who they really are. Identify their: 

• Needs
• Wants
• Values
• What they have too much of/too little much of 

2. Focus on the Benefits vs. Features 

• Features = bells and whistles, systems, and processes
• Benefits = how it will make them feel, change their life, lighten their load, go back to what matters to them, and what they want/need

3. Keep it Conversational!

• Speak to one person, one issue at a time
• Choose a tone that sounds like you! Keep it human: friendly, upbeat, encouraging, kind, positive, funny, etc.

4. Communicate with them where they’re at: 

5. Consider tailoring communication specific to their individual needs (ie. audio, video, additional calls, written options, etc).

6. Set boundaries: Good boundaries actually improve the customer service experience! You show up better, and your clients know what to expect along the way.

7. Listen and be open to feedback and willing to make a change to benefit your customers 

8. Map out the entire customer journey and see where you can sprinkle in touchpoints and “hugs” along the way

9. Go the extra mile 

10. Do what you say you’ll do WHEN you say you’ll do it. 

11. Use people’s names and remember meaningful details about their life whenever possible. 

12. Ask them questions and learn about them! 

Emily’s C’s of great customer service and customer experience: 

• Communication 
• Cohesion
• Connection
• Collaboration
• Consistency 

When you make your customers the main character and commit to delivering an impeccable customer experience, they’re the star of the show! They feel important, valued, seen, heard, and in turn, you bring out their brilliance and highlight the best in them. 

About Me:
I'm Emily Aborn, Small Business Copywriter, Speaker, and Podcast Host. Since 2014, I've had experience running brick-and-mortar as well as online businesses. I've worked with 122+ industries as a copywriter, and help my clients write original copy and content they can feel confident in. For fun, I love nerdy word games, reading, listening to podcasts, and hiking.

Email: emily@emilyaborn.com
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