Wanna know one of the biggest things I look at when I get a new package in the mail?

⁠⁠The Packaging⁠⁠!

No seriously, I’m a fan of good packaging! And, ⁠⁠I’ve been known to save some packaging as examples and inspiration for later. I have a shelf reserved for just the pieces I get in the mail.

⁠⁠⁠⁠Add in that I’m a designer, I can appreciate when businesses invest in client experience.⁠⁠

What is Client Experience?⁠⁠

Client experience is something that I feel can get overlooked once the sale is made. It is thinking through how a client feels when they interact with us, a business, from inquiry all the way to past the sale, and returning to purchase.

Think about what makes you stand out so people want to come back to you and work with you again, or hire you again and again.

We often set up all these elaborate funnels and systems to bring people to our business and purchase. But we can forget that there is still a relationship post-purchase.⁠⁠

⁠⁠That is where client experience is key, and focusing on the FULL journey. Not just the sale.

How Important is Client Experience?

In a study that Super Office shared, ⁠⁠

• Customer experience is set to be the number one brand differentiator in 2020 (and beyond)⁠⁠
• 1 in 3 customers will leave a brand they love after just one bad experience,⁠⁠
• Customers are willing to pay a price premium of up to 13% (and as high as 18%) for luxury and indulgence services, simply by receiving a great customer experience⁠⁠

⁠⁠WHAT?!?! How crazy is that?!

Customer experience can set your brand apart more than anything else!! And it’s a reason people could leave your brand.

I don’t know about you, but I want to make sure I have a good plan in place for client experience! So friend, if you aren’t thinking about customer experience, GET ON IT!⁠⁠

⁠⁠And it doesn’t have to be super overwhelming either! ⁠⁠

Brand Packaging And Client Experience

So how do these two relate? Client experience and brand packaging?

Thinking of the article from Super Office, be sure to incorporate ways your brand voice through ALL avenues and touch points in your business.

Focusing on making sure your packaging reflects your mission and voice I think is an extra step that can go a long way.

It can be as simple as getting an on-brand colour tissue paper to wrap your product in, or on-brand stickers to share with the client.

⁠⁠Five Ways to Improve Client Experience

1. Add a personal touch, a thank you card, or a note with your signature on it!⁠⁠
2. ⁠⁠Something that goes with their purchase, this can be a keychain that matches their bag, or a cute tote bag to carry their clothes in, etc.⁠⁠
3. A request for a review! Don’t forget that people share what they love, and looking at those numbers above, you don’t want to miss out on them sharing what they love with their friends⁠⁠
4. An incentive to come back—a coupon code or a loyalty number they can join and become a brand fan⁠⁠
5. A reminder of their purchase anniversary with a card or email, not trying to sell them on anything but saying “happy anniversary”

Building Your Client Experience Through Design⁠

If you are looking to uplevel your client experience I’d love to help you by designing custom branded materials you can share with your current and past clients. Here are some more ideas we could build together

• Thank You Cards
• Tissue Paper
• Boxes
• Stickers
• Email Graphics

Are you a sucker for good packaging too? Do you notice it? Or have any other suggestions on what you could add to a client experience?👇🏻