In today's experience-driven world, the customer experience you provide as a photographer becomes inseparable from your brand identity. 
Photography clients look for meaningful interactions with their photographer—not just a transaction, which means it is essential for you to deliver not only stunning images but also an amazing service. 

Understanding Customer Experience

Customer experience encompasses every interaction a client has with your business—from the initial inquiry to the final delivery of photographs. It's the cumulative perception formed through these touchpoints with your business that determines your client’s overall satisfaction. Outstanding customer service can set you apart in a competitive market and it’s an important quality in influencing client decisions. 

The Impact of Exceptional Customer Experience

For photographers, delivering an outstanding customer experience is important for several key reasons:

• Client Satisfaction and Loyalty: Happy clients are more likely to return for future sessions and recommend your services to others. They are the main source of your word of mouth marketing
• Brand Differentiation: In a saturated market, a unique and personalized client experience sets you apart from your competitors. 
• Increased Referrals: Happy clients often share their experiences with their photographer to their network, which leads to word-of-mouth referrals, which are priceless.  

A lot of this probably sounds quite obvious, but stay with us. 

Strategies to Enhance Customer Experience

To cultivate a remarkable customer experience, consider implementing the following strategies:

• Transparent Communication: Clearly articulate your processes, timelines, and expectations from the outset. Build trust from the get-go!
• Personalization: Tailor your services to meet individual client needs. Understanding their preferences and expectations allows you to deliver a more personalized experience. 
• Professionalism: Maintain a high standard of professionalism in all interactions. Be on time, come prepared, and keep client communications professional!
• Quality Deliverables: Meet, or better yet, exceed your clients’ expectations. Blow them away with the quality and presentation of your services!
• Post-Session Follow-Up: Engage with clients after delivering the final product to gather feedback and express appreciation for their business. This follow-up can lead to repeat business and referrals.

Implementing a Customer Experience Strategy

To make sure your customer service is meeting expectations, you first need to set expectations! Here’s a structured approach to doing this:

• Figure Out Your Strategy: Define what a great customer experience looks like for your business. What emotions do you want clients to feel? What values do you want your business to convey? 
• Implement Improvements: Once you've identified areas for improvement, put your plans into action! This might involve training staff, updating processes, or investing in new tools. 
• Measure Outcomes: Gather client feedback in the form of a post-session survey, or a phone call! Knowing how your clients felt about their experience will help you to see what areas for growth your client experience still has. 

By focusing on delivering an exceptional customer experience, you’ll not only enhance client satisfaction, but you’ll be building a sustainable and reputable business. 
Great photos matter—but so does how you make clients feel. A little extra care in their experience can go a long way!

Additional Sources

Smiler. “Why the Photography Client Experience Matters (and How to Improve Yours).” Smiler Blog, https://smiler.co/blog/photography-client-experience/.

Harvard Division of Continuing Education. “How to Create Positive Customer Experiences for Your Business.” Harvard Professional Development Blog, https://professional.dce.harvard.edu/blog/how-to-create-positive-customer-experiences-for-your-business/.

PetaPixel. “Why Customer Service Might Be Your Most Important Photography Skill.” PetaPixel, Feb. 5, 2023, https://petapixel.com/2023/02/05/why-customer-service-might-be-your-most-important-photography-skill/.

Shoot & Thrive. “5 Client Experience Pillars to Elevate Your Brand.” Shoot and Thrive, https://shootandthrive.com/client-experience-pillars/.

Preston, N. “Why Client Experience Is Important for Photographers.” NPS Photography Blog, https://npsphotography.com/blog/why-client-experience-is-important-for-photographers/.

LinkedIn. “Why Creating a Great Client Experience Is Essential for Photographers.” LinkedIn, https://www.linkedin.com/pulse/why-creating-great-client-experience-essential-photographers/.