Impeccable Clarity

Customer Experience Tip #1299

Your customers have expectations, some of which you’ve played a part in setting through promises made and others have been set by promises implied (and/or customer assumptions). For those customers, the magic is in the follow-through of what they are expecting. Be crystal clear and always honor your word.

Impeccable Design

Customer Experience Tip #1298

Your customers are experiencing a “Customer Journey” within your company’s process, regardless of whether you think of it that way. The question is: How intentional is yours? Is it by design … or are you winging it and hoping for the best?

Impeccable Follow-through

Customer Experience Tip #1297

It’s not enough to say, “I’ll call you back.” When committing to calling someone back, let them know by when you’ll be doing so. Then be sure to underpromise and overdeliver by getting back to them before your stated commitment time.

Impeccable Culture

Customer Experience Tip #1296

Gossiping about customers leaves you (and your cohorts) feeling disdain for those customers … unless of course the gossip is positive in nature. Keep gossip positive and you’ll be keeping your company’s culture positive.

Impeccable Value

Customer Experience Tip #1295

“The secret of delivering value to a client is in valuing the client.”

–David A. Fields

Impeccable Hiring

Customer Experience Tip #1294

Looking to hire more A-players who consistently deliver a remarkable customer experience? Go to your current (and even your former) A-players and ask them who they can recommend. This should be your very first step for recruiting top talent.

Impeccable Languaging

Customer Experience Tip #1293

Using a too-consistent go-to expression can be very distracting. On their own, examples like, “Literally” (when used properly), “At the end of the day,” “To be honest with you,” and others aren’t terrible. What becomes terribly distracting is when they are overused in customer conversations. If you believe you may be a culprit, ask a good friend to be honest with you. You might be surprised by what you discover about yourself.

Impeccable Communication

Customer Experience Tip #1292

When your customer is confused by your e-mail message, remember not to limit yourself to yet another e-mail response in an effort to attempt clarification. Oftentimes a phone call serves them (and you) best.

Impeccable Approach

Customer Experience Tip #1291

“Is the customer always right?  Maybe, maybe not.  But allow me to believe I am right and don’t force your opinion, or sales goals, on me.” –Steve DiGioia

Impeccable Humility

Customer Experience Tip #1290

While it’s important to be the expert for your customers and clients, that doesn’t mean knowing EVERYTHING. When you don’t know something, just say so. When you’re viewed as the expert, your “credibility meter” goes up (not down) when you admit to not having all of the answers. Repeat after me: “I don’t know. But if that’s important to you, I’ll make it my mission to find out.”