Impeccable Impressions

Customer Experience Tip #1259

When’s the last time you listened to your own voicemail greeting? In order for callers (often forming their very first impression of you) to know they’ve reached the right party (and a friendly one at that), there are a few important steps to follow when it comes to recording your voicemail greeting.

Impeccable Culture

Customer Experience Tip #1258

If your team is discussing “customer satisfaction,” you’re off to a mediocre start … at best. Satisfied customers won’t just leave you for something better, they’ll leave you for something different. That’s because there’s nothing remarkable or memorable about “satisfactory.” Instead, start a new conversation — one that addresses and invites “Customer WOW.”

Impeccable Impressions

Customer Experience Tip #1257

“…people will think they already know someone if that person smiles at them, even if it’s an absolute stranger!” –CXService360

Impeccable Partnership

Customer Experience Tip #1256

You may notice that acquiring some of your best customers and clients has been a direct result of you taking the time to provide advice and learning for them … one of the most powerful approaches to an (unspoken) customer expectation.

Impeccable Automation

Customer Experience Tip #1255

Want to know which parts of your customer process you should be automating (and which parts you shouldn’t)? Ask your customers.

Impeccable Impressions

Customer Experience Tip #1254

Your receptionist is your “Director of First Impressions,” via phone, via e-mail, and in-person. S/he is not JUST the receptionist.

Impeccable Personalization

Customer Experience Tip #1253

Your customers and clients are inadvertently dropping little hints about themselves ALL THE TIME. Are you catching it? … And are you using it to both build rapport and enhance their experience? A.B.C.I. = Always Be Collecting Intel.

Impeccable Marketing

Customer Experience Tip #1252

“We take most of the money that we could have spent on paid advertising and instead put it back into the customer experience. Then we let the customers be our marketing.”

–Tony Hsieh, Zappos.com

Impeccable Loyalty

Customer Experience Tip #1251

If you’re going to reward new customers for becoming new customers, then you’d better be doing something (even greater) to acknowledge, honor, and reward those customers who’ve been loyal to you all along. Loyalty begets loyalty.

Impeccable Culture

Customer Experience Tip #1250

If an internal process or even a job title that is currently being used carries a negative stigma with it — or is simply no longer accurate or adequate — consider reinventing it. If change is overdue and that change has the potential of improving the perception of customers and staff alike, then you shouldn’t wait for permission from your industry. Be the change.