5 Best Client Experience Tactics Web3 can learn from Web2
Web2, Web3, or any service you engage with as a client, you deserve to be treated with respect and legitimacy. When you are deciding to engage with a third party, you are entrusting them with a critical piece of your happiness whether that’s a CRM system, a restaurant experience, or Web3 gaming infrastructure – all services should ensure they deliver a seamless experience to their clients. In Web3, delivering to clients is not as easy as in Web2. The industry is new, the products are being built and likely the client is new as well. All of that being said, it’s still critical to bring forward the best experience possible. Here are the main tactics that translate well from Web2 to Web3.
1. Seamless Onboarding
Once a client has decided to use Stardust, we immediately send them a package of all the information they need to know to move forward with us including a request for a meeting to get to know the team. As in Web2, speed from the Sales team to the Client Success team is critical. The client shouldn’t feel any gaps in service. As they begin their onboarding journey, the client knows who their new contact is, how to reach us and what the plan is for game developers building with Stardust.
2. Shipping love
Included in that onboarding package is a request for the team’s mailing addresses. Why? As in Web2, it’s important to show you are a physical business, not just a virtual website. We send our clients a box of company gear and a welcome note. Don’t underestimate the power of a welcome gift, holiday gift, or congrats gift. It’s important to show clients your care goes above and beyond just integration. You are here as a partner.
3. Consistent Communication
Communication starts with the onboarding email but it is ongoing. We have established a service-level response time and hold ourselves to this standard. In Web2, the response time tends to be a bit slower. Things move fast in Web3 and we expect to get to our clients within the day. One of the best lessons to take from Web2 is even if you don’t have the answer, staying in communication with the client allows them to feel less in the dark and understand you are making strides to assist them. A speedy solution is also a winning formula.
4. Meet In-person
Web2 was full of in-person dinners and activations. This is a time to build rapport outside of your day-to-day tasks with clients. We leverage in-person meetings at Stardust to learn more about our client’s high-level goals, plans for the future, and even personal interests. Virtual calls are 10x more effective after meeting someone in person and establishing a real-life relationship.
5. Be grateful
In all things in life, it’s important to be grateful but it’s a good reminder that your clients chose to work with you and can leave at any moment. In Web2, you had to fight hard for your client and we see the same thing in Web3. It’s important to be grateful to the sales team who won the client and the client who chose to be here with your company. Bringing gratitude to the job, meetings and all tasks will lead to a higher success rate and a happier client.
Web2 and Web3 can be so vastly different from the projects we take on to the people we interact with but strong client success tactics can go anywhere. It’s important to understand your client, what they need and how you can fight for them just like in Web2 but don’t forget the little things that make a big impact. At Stardust, we strive to have the highest standard of client relations and are always looking to improve.