Engineering the Customer Experience
Although you may be telling a customer the exact same thing you’ve repeated to the hundred customers before her, remember that it’s her first time hearing it. Be as kind and patient with customer #100 as you are with customer #1.
Click to Enlarge
There are many advantages to communicating with clients via phone, rather than e-mail. That said, you might use e-mail to find a mutually convenient time to schedule the call.
Click to Enlarge
Gather your front-line employees together — perhaps over lunch — and ask, “What questions are customers asking the most?” Together, create ideal responses to those FAQs (frequently asked questions) that are designed to give your employees more confidence while WOWing your customers and clients.
Click to Enlarge
Need help smiling before dialing? Try saying, “Heeeeeeeee-yaaaaaaah” before that next call. This fun approach will stretch out the corners of your mouth while (obviously) causing you to laugh at yourself. It really works! Remember, a smile can be heard — and felt — on the other end of the phone.
“Excellent firms don’t believe in excellence – only in constant improvement and constant change.”
-Tom Peters
Click to Enlarge
Be kind and generous with your customers because you want to be and because you believe it’s the right thing to do, not because you “have to” or “should.” They can tell the difference.
Click to Enlarge
No news isn’t necessarily good news when it comes to your customers’ experience. A very small percentage of your dissatisfied customers are going to let you know how they feel (about 4%). There are 2 key survey questions you should be asking every customer. Call me at 202-556-3235 and I’ll gladly share them with you.
Click to Enlarge
The U.S. Census Bureau lists a professional category of “Sales” but in Canada the category is labeled “Sales/Service.” In other words sales and service are thought of as one category. Might Canada be onto something?…
Click to Enlarge
A rapidly growing percentage of your clients and prospects are visiting your web site via their mobile devices (typically about a 3-inch screen). Has your company’s web site been optimized as mobile-friendly?
Click to Enlarge
“Innovation and continuous customer value creation are non-negotiable.”
-Gaurav Bhalla, Ph.D., Knowledge Kinetics
Click to Enlarge
