Customer Experience Tip #1561

When your gut is telling you that something may be “off” in that customer’s experience, don’t bury your head in the sand and hope for the best. That is not an effective strategy. If you believe that customer isn’t unhappy just because they haven’t said anything, you’re possibly making a big mistake. By checking in, you may wind up saving the relationship. At the very least, you’ll be demonstrating that you care. #NothingToLose

Customer Experience Tip #1560

Other than pricing, what’s the #1 reason a customer might leave you/your company? It almost always comes back to their experience. By investing in their experience, you are investing in their loyalty.

Customer Experience Tip #1559

Struggling with choosing a solution that will “make things right” for that client. Here’s an idea: Ask the client.

Customer Experience Tip #1558

“When you ask your team members to deliver a great customer experience, you’re asking them to take care of a stranger. And only a certain type of customer-centric DNA can do that day over day, week over week, year over year.” –Michel Falcon

Customer Experience Tip #1557

When a company’s leaders value and invest in the customer experience, the company becomes more attractive not only to customers, but to its (ideal) employees and the (ideal) job seekers as well.

Customer Experience Tip #1556

Are you nervous about calling that client? If so, then your focus is on … you. In other words, nervousness is selfish energy. Place your focus on that client and your desired outcome for them, and watch that nervousness dissipate.

Customer Experience Tip #1555

Here’s a simple way to build rapport while making that customer feel important: remember and use their name (conversationally and over e-mail). So simple. So effective.

Customer Experience Tip #1554

Let go of the industry-speak. When you use jargon with customers and prospects, it feels condescending and/or insensitive to them and their world. Instead, speak in regular terms that are universally understood. You will connect more easily with them by doing so.

Customer Experience Tip #1553

“Our front line is our bottom line … ‘cause that’s where the reactions are created; that’s where the frequency is created.” –Jon Taffer

Customer Experience Tip #1552

Your returning customers like to be remembered. They are especially impressed when you recall details they’ve shared in the past; personal preferences; stories. Pro Tip: Keep great notes so that you’re not relying on your memory alone.