Customer Experience Tip #1593

When a customer receives a message from your team member whom they’ve never heard of (e.g. the FROM line only says “John Doe”), they are likely to dismiss it or even mark it as SPAM even before opening it. If there are people in your organization who regularly e-mail customers (and whose names would be unfamiliar to those customers), then your company name should at least follow the individual’s name (e.g. “John Doe, XYZ INC.). This way, the customer will more likely view the message as familiar and important.

Customer Experience Tip #1592

If you’re not hiring people who love to be (and know how to be) of service to others, then it’s not likely they will be impressing your customers … let alone WOWing them. Hire people who already have this stuff “in their DNA.”

Customer Experience Tip #1591

When a customer has done their homework and made an effort to understand your industry, assume that they also have a need and a willingness to learn from you … and remember to compliment them for being smart and further ahead than most.

Customer Experience Tip #1590

When a customer or client e-mails you with a question, they are hoping for a (prompt) answer to their question… or at least an acknowledgment of their message being received. Set a reasonable time standard for yourself and your team and commit to never compromising that standard.

Customer Experience Tip #1589

“Rethinking service can have a profound impact on your organization and who you serve. You can use service to uncover unmet needs and opportunities that can affect someone’s entire outlook and establish your organization as a brand and not a commodity. The world will always be in need of better service.” –Melanie Bell-Mayeda & Ilya Prokopoff, IDEO U

Customer Experience Tip #1588

Demonstrate (genuine) kindness and you’ll have an immediate advantage over much of your competition.

Customer Experience Tip #1587

What subtle — albeit important — element of an experience would prevent YOU from ever becoming a return customer yourself? How can you avoid this same pitfall from occurring within the experience you’re providing to your own prospects, customers, and clients?

Customer Experience Tip #1586

What gets in the way of you delivering the best possible customer experience? Do you have everything you need?

Customer Experience Tip #1585

“It’s very difficult to reason with someone if their hair is on fire. Customer service (whether you’re a school principal, a call center or a consultant) can’t begin until the person you’re working with believes that you’re going to help them put out the fire on their head.” –Seth Godin

Customer Experience Tip #1584

If you’re using promotions — and especially discounts — to attract new customers, then your job is to create such WOW that they’ll feel compelled to return and (gladly) pay full price next time … for the experience you’ve proven you can deliver.