Engineering the Customer Experience
Impeccable Customer Service Tip #680
The exercise of surveying customers can easily backfire. If you’re going to ask customers to take part in a survey — no matter how long or short — it’s important to acknowledge their participation and show them that they’ve helped affect positive change.
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Impeccable Customer Service Tip #679
People love to complain to their friends, relatives, and colleagues about their negative customer experiences. Make sure they know that their feedback is welcome and encouraged internally, so they’re giving you a chance to make it right before they go and tell the world.
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Impeccable Customer Service Tip #678
Your best customer is your repeat customer … even better when they become a referral source; a promoter. What are you doing to remain top of mind and drive that repeat business?
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Impeccable Customer Service Tip #677
The customer experience begins before they call, visit your site, or step inside. It begins when they first hear about you via your marketing, advertising, but especially from what others are saying.
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Impeccable Customer Service Tip #676
“If we can keep our competitors focused on us while we stay focused on the customer, ultimately we’ll turn out all right.”
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*Also, remember to:
– Change the batteries in smoke/gas detectors
– Turn and/or flip your mattresses
– Turn off your outdoor spigots (winterize)
Impeccable Customer Service Tip #675
A non-intuitive customer process will do more than frustrate your customers, it will eventually drive them toward your more innovative competition. Commit to keeping it simple, intuitive, and customer-centric.
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Impeccable Customer Service Tip #674
The best method of communicating with a customer (e-mail, telephone, video chat, SMS text, in-person, etc.) is whatever method that particular customer prefers … in that particular situation.
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Impeccable Customer Service Tip #673
Don’t ask a customer, “Well, do you remember who you spoke with; who it was that told you that?” in an effort to stump them and win the battle. After all, there should be no battle. Instead, put yourself on their side.
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Impeccable Customer Service Tip #672
Before heading in to see a client, perform a quick self-check. Be sure you’re looking tidy. A disheveled or unkempt appearance can serve as a major distraction and make for an unfavorable impression. Check that mirror … or check with a friend/colleague.
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