Customer Experience Tip #1581

It’s natural to dwell on a customer experience gone bad. While there’s always something to learn from those “bad” experiences, be sure you’re also debriefing (and celebrating) the good ones. There’s something to learn there, too.

Customer Experience Tip #1580

“If you pay attention to what the people you’re serving are telling you and invest in the things they remember and care about, you’ll end up creating moments that matter.” –Melanie Bell-Mayeda & Ilya Prokopoff, IDEO U

Customer Experience Tip #1579

After thoughtfully onboarding a new employee, ask them to share with you how that felt for them. Make it clear that you are equally committed to having every customer feel completely taken care of as well.

Customer Experience Tip #1578

If you can handle your most challenging customers with patience and kindness, everyone else should be a breeze to work with. Have the most difficult conversations first.

Customer Experience Tip #1577

While first impressions are critical, if your demeanor declines after a customer has chosen you and your company, you’re going to leave that customer feeling very unsettled and unsure about continuing with you. #ConsistencyBreedsLoyalty

Customer Experience Tip #1576

Saying to a customer (in response to their negative experience), “This has never happened before!” might make you feel better for saying it, but it does nothing for the customer. In fact, it has the potential to make them feel even worse to know that they are all alone.

Customer Experience Tip #1575

Ask your team, “What’s the #1 reason our best customers and clients remain loyal to us?” Follow-up question: “How can we be even MORE like that?” #CXawareness

Customer Experience Tip #1574

“So, who had a great experience (as a customer) over the weekend; what made it great?” might be a great conversation-starter for your team today. #CXawareness

Customer Experience Tip #1573

“The more people you can make feel like they cannot live without your brand, the closer you are to making price irrelevant.” –John DiJulius

Customer Experience Tip #1572

If you’re the reactive type but you’re able to cool off fairly quickly, then be sure to (whenever possible) build in this type of buffer between stimulus and response when a customer has pushed your buttons: “I’m going to ask that you hold that thought for a brief moment and I’ll be right back.”