Episode 383: Why Customer Experience is Vital w/Marylin DeLaHoz

There's a lot of information available on finding clients. However, not as much exists about keeping those clients after their first experience with you. How can you retain people's business and keep them in your database? What would you need to invest in order to maintain a relationship with them?

On this episode, founder of With Love Studio, Marilyn DeLaHoz shares how she got involved in customer experience, and why it's important for your business.

3 Things We Learned From This Episode

Create loyalty by making your clients feel loved (15:50- 17:25)

Once you've done business with someone, it's time to re-invest in them. By sending a gift- or even a small, handwritten note- you're making past clients feel special. This goes a long way in building your relationship with them- and in the way they represent your brand to their own sphere of influence.

Keep it personal (18:51- 20:40)

We've heard so much about automated systems and how they can help in a business. However, when something goes wrong with your operations, try reach out personally. This shows you care enough to be the one to tell them there's a problem, and does wonders for your client relations.

When sending gifts, make sure they're useful (21:06- 22:36)

If you're going to give your clients a gift, make sure it's something that enhances the service you're providing. For example, if it's a course, send a notebook or a pen. In doing so, you're demonstrating that you want to ensure they have the best possible experience with their business.

Often, the smallest detail is what sets successful businesses apart from the less successful ones. That's exactly what your gestures need to be, to ensure great client relations: small. Thoughtful gestures don't need to be expensive and certainly shouldn't put any strain on your business. On the contrary, to keep good customer service, you just have to show that you genuinely care.

Guest Bio-

Marilyn DeLaHoz is a mom to two daughters, a wife, and the founder of WIth Love Studio. After deciding to leave her corporate job when she became a mom, Marilyn started tapping into her creative side. Initially starting with creating invitations for clients, MArilyn later bought her friend's t-shirt company. Today, she's passionate about giving her clients the best possible experience, and prides herself on always putting herself in the customer's position.

To find out more about Marilyn, you can follow her on her Instagram accounts:

@marilyndelahoz and @withlovestudio