Impeccable Recovery

Customer Experience Tip #1628

When you’re late for a client meeting, don’t explain, justify, make excuses … and certainly don’t complain about the “thing” that may have been responsible for “making” you late. Instead, simply apologize. Own it. Apologize sincerely. Then move on.

Impeccable Scheduling

Customer Experience Tip #1627

To make it easy for your customers, clients, and prospects to schedule a meeting with you, don’t leave it wide open … instead, offer choices. You can do this conversationally, via bulleted options within an email message, or by using a third-party tool like Calendly or Doodle.

Impeccable Telephoning

Customer Experience Tip #1626

It’s imperative that you make it easy for people to return your call. There are 3 fundamental rules when leaving your name and number on someone’s voicemail: 1) speak slowly; 2) speak clearly; 3) repeat your name and number (slowly and clearly) once more.

Impeccable Communication

Customer Experience Tip #1625

 “Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.” –Richard Branson

Impeccable Culture

Customer Experience Tip #1624

Keeping the wrong people on board isn’t fair to the right people. #CXAptitude #IntentionalCustomerCulture

Impeccable Marketing

Customer Experience Tip #1623

If you believe that your customers will automatically remember you (and subsequently return for your products/services and refer others) because you did a great job for them initially, you could end up being disappointed. You must still do your part to keep your name and face in front of them. #WhatHaveYouDoneForThemLately #BeMemorable #PeopleForget #GetCreative #MustCompeteForTheirAttention

Impeccable Distinction

Customer Experience Tip #1622

A focus on customer service indicates a reactive culture, a focus on customer EXPERIENCE indicates a PROactive one.

Impeccable Humility

Customer Experience Tip #1621

If you’re going to take credit for your happy and WOWed customers, you must also take responsibility for the ones who are walking away feeling disappointed or defeated. You can learn something from both ends of the spectrum.

Impeccable Recovery

Customer Experience Tip #1620

“Four roads we call customer service:

Road 1: I can learn from you and make things better

Road 2: You’re an important customer and I can bring empathy and care to this moment to strengthen our relationship

Road 3: I can teach you something and make things better

Road 4: Go away

If you engage with customers, as a freelancer or as a public company CEO, pick your road. Be clear about what it’s worth and what it costs. And then do that.” –Seth Godin

Impeccable Guidance

Customer Experience Tip #1619

When it comes to guiding your customers and clients on choices, it’s OK to share your own personal preferences and how those might be relevant to them … but … be careful not to overdo it. #ItsNotAboutYou