CPA Growth Trends, Marketing

Infographic: Four Tips for CX in an Economic Downturn

We have four tips to maintain a positive client experience (CX) during an economic downturn. Here they are:

1. Practice conversational service by actively listening to your clients and showing empathy for their needs. According to Sharpen CX, customers who have a positive emotional experience are more six times more likely to purchase from your company again and 12 times more likely to recommend you to their network.

2. Provide quality service, which includes meeting deadlines, consistently providing industry knowledge throughout the year and automating reminders to reach out to clients on special occasions, such as birthdays, work anniversaries and business anniversaries.

According to HubSpot, 93% of customers are likely to buy multiple times from companies that provide a quality customer experience.

3. Survey your clients and gather essential feedback to identify any issues they may have with your service. Reach out to clients who rate you a 7 or below on the Net Promoter Score® metric, and don’t ignore passives (clients who rate a 6 or 7) as they can be swayed either way.

According to ClearlyRated, passives may not be outright referring your firm to others, but they’re also not exclusively loyal to your firm either.

4. Review your data in Google Analytics, marketing automation software or any platform that houses data from marketing initiatives. Identify trends related to specific topics and repurpose or create similar content to deliver quality content that helps improve your CX strategy.

Remember, providing quality customer experience is crucial, and customers are more likely to remain loyal to companies that provide exceptional service even during tough economic times – 93% of companies to be exact!

About Rachel Pompeani

Rachel Pompeani is currently the Growth Marketing Manager at ClearyRated, a satisfaction survey program designed for B2B service firms, and has been in this role since July 2021. She has an array of responsibilities at ClearlyRated, including digital marketing, content management, email communication, graphic creation, and more.

Welcome to CPA Growth Trends — your source for information, insights, tools and best practices to drive growth within an accounting firm.

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