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.”

Customer Experience Tip #1571

“They are patient with me, but I can almost feel an eye-roll coming on.”

“They help me because they have to; it’s their job.”

“They always give me the time and attention I need because they care.”

“They tolerate me, but I can tell they don’t really like me.”

What might your more needy clients say about you?

Customer Experience Tip #1570

Every change is an inconvenience until it becomes a habit. What new customer experience habit will you (and your team) begin to create today?

Customer Experience Tip #1569

By empowering (and then encouraging) employees to take great care of your customers, you’re having a direct effect on customer engagement and customer loyalty. #EmpowerThem #MakeItSafe

Customer Experience Tip #1568

“If there’s one reason we have done better than most of our peers in the Internet space over the last six years, it is because we have focused like a laser on customer experience, and that really does matter, I think, in any business. It certainly matters online, where word of mouth is so very, very powerful.” –Jeff Bezos, CEO of Amazon

Customer Experience Tip #1567

The only thing worse than saying, “That’s our policy” is adding “…and that’s been our policy for 19 years!” Policies are rarely created in favor of the customer … which makes them a hot button for most. Instead, ask yourself if you can carry out the spirit of the “law,” without having to necessarily declare the letter of it.

Customer Experience Tip #1566

One size does not fit all. Any time you can do something to personalize a customer’s experience, do it. You’ll be appreciated and remembered for it. It’s a worthwhile investment of your mental energy and your time.

Customer Experience Tip #1565

Without sacrificing quality, try to do most everything in less time than what was promised. Your competition is likely doing the opposite of this.

Customer Experience Tip #1564

Remember to exercise patience when explaining things to your customers. You may know your stuff extremely well, but that customer does not. They need not only your guidance, but your caring patience as well.