Introduction: Client Workplace Experience
Post pandemic workplace experience has often cantered on enhancing employee satisfaction to encourage their regular return to work. While employees are a pivotal focus for businesses planning their return to the office, it’s equally crucial for enterprises to craft unique and differentiated client workplace experience or in simpler words seamless and delightful experiences for their clients.
As per Gallup survey, 25% employees mentioned meeting with clients as one of the key reasons they want to come to office. At the same time, there is significant increase in the number of guests visiting office premises. As per a study, the number of guests visiting office has grown by 147% as since January 2023.
Delving deeper, it becomes evident that nearly every company needs to invest in enhancing their workplace experience specifically tailored to clients. As the saying goes, “The first impression is the last impression.” This rings particularly true for industries like creative agencies, IT providers, engineering firms and customer experience centres, where the synergy between employees and clients in a physical setting is paramount. Even for organizations where end clients don’t visit, there’s a need to optimize the workplace for internal stakeholders from other locations, facilitating seamless personal engagement.
This blog seeks to unravel the strategies that enterprises can employ to WOW their clients and create a lasting impression. It explores innovative approaches that not only enhance client experiences but also ultimately contribute to business growth. Discover how a well-crafted workplace experience can set the stage for stronger client relationships and a flourishing enterprise.
Creating Exceptional Client Workplace Experiences
When clients plan a visit to your office, numerous queries occupy their thoughts. They typically revolve around the guest check-in procedure, estimated time for completion, requirements for asset approvals like laptops upon entry, availability of parking, and reservation of appropriately sized collaboration spaces with requisite technology. These seemingly simple questions, if not addressed effectively, can significantly impact your brand’s perceived value. Enterprises can take several steps to ensure exceptional client experiences:
1. Proactive Pre-planning:
Providing clients with essential visit-related information beforehand effectively addresses common concerns, allowing them to concentrate on the meeting’s agenda.
2. Streamline Processes and Minimize Wait Times:
Optimize processes to reduce wait times at the gate and improve efficiency. Clients appreciate a seamless experience with minimal delays
3. Personalise the Visit Experience:
Clients appreciate personalized experiences, especially when discussions cater to their unique needs and when they are treated as the company’s most valued entity. When planning a campus visit for a prospect or client, seize the opportunity to demonstrate the company’s deep appreciation and knowledge of them. This can be achieved through customized welcome signage, personalized access cards, prominently displaying client logos, employing the client’s preferred colour themes, and meticulous attention to every such detail. These efforts collectively contribute to the creation of a distinctive and meaningful client experience.
4. Leverage Technology for Automation:
The process of crafting such an experience often requires the automation of internal operations. Leveraging technology for scheduling, pre-planning, interactive displays, personalized greetings, and environmental comfort control significantly enhances the overall client experience.
By focusing on providing a unique, seamless, and delightful client experience, you can differentiate your enterprise and leave a lasting positive impression on clients visiting your workplace.
Elevating Client Workplace Experiences with Technology
Relying solely on manual approaches to manage client visits and craft a distinct experience can result in inconsistencies, leaving much to chance. To create a tailored client workplace experience, it’s vital to utilize an array of technologies and strategies that enhance all facets of a client’s visit. Below, we outline how you can attain this using various technologies:
1. Visitor Management System:
Deploy an advanced visitor management system capable of facilitating pre-registration for clients and guests, gathering essential information including asset details, proof of identity, parking preferences, and more. This system is designed to proactively share visit-related information with clients, including check-in instructions, while simultaneously alerting hosts upon their arrival. This ensures a welcoming and efficient reception that aligns with enterprise security protocols and compliance standards.
2. Pre-Visit Engagement:
Utilize digital communication channels to engage clients before their visit. Send personalized welcome messages, itineraries, or relevant information about their visit to set the tone and build anticipation.
3. Wayfinding and Navigation Apps:
Integrate wayfinding and navigation apps within the workplace to help clients easily locate their destination within the facility. These apps can guide them to meeting rooms, offices, or specific departments efficiently.
4. Ensure In-person presence of Internal Stakeholders:
Given the prevalence of hybrid work arrangements in many offices, it becomes crucial to ensure the presence of essential internal stakeholders in the office to enhance client engagement. Employing a tool that notifies employees in advance to schedule their in-office visits is essential, preventing any unexpected last-minute coordination issues.
5. Interactive Displays and Kiosks:
Implement interactive displays and kiosks for personalised welcome and offer relevant information about the company, its products, and services that resonates with the clients. Clients can use these to learn more about the organization at their own pace.
6. Smart Meeting Room Management:
Use meeting room management systems to check meeting rooms availability, easily book them, invite different stakeholders and view meeting details. Implement smart scheduling to personalize the meeting room experience based on client preferences.
7. Personalized Service Request Apps:
Provide unified app to request services like refreshments, tech support, or assistance during client visit. Tailor the app to specify client preferences and requirements to ensure complete readiness in advance.
8. IoT Sensors for Personalization:
Utilize Environmental IoT sensors to adjust environmental factors like lighting and temperature based on client preferences, creating a comfortable and personalized workspace during their visit.
9. Feedback and Analytics:
Collect feedback through digital surveys or interactive touchpoints to understand the client’s experience. Utilize analytics to identify patterns and areas for improvement in the personalized experience.
In conclusion, the client workplace experience holds immense significance not only in fostering stronger relationships but also in propelling business growth. When you focus on making their experience better, you show that you care about them and what your brand stands for.
A key recommendation to achieve this is through investment in a unified platform such as DB Spazio, one that seamlessly integrates visitor & meeting room management, personalized interactions, streamlined processes, and automation. By using this holistic approach, you leave a good impression and set the stage for long-term relationships that benefit everyone and help your business thrive.