Engineering the Customer Experience
“If customers provide feedback and then nothing happens, we’re actually damaging our brands and we’re persuading people not to take part in the exercise.” -Richard Owen, CEO of Satmetrix and Author of Answering The Ultimate Question
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Keep impeccable notes on the things you learn about your clients. This will help you personalize your approach and your service. The service provider with the best notes often wins.
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“Being on par in terms of price and quality only gets you into the game. Service wins the game.” -Tony Allesandra
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Upon completing that important customer call or meeting, place your agreed-upon action items and “by whens” into an e-mail and send it to your customer.
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People want/need to feel smart, important and valued. What are you currently doing to make your clients feel smart?
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[Revised re-post from Aug ’08]
I swiped my card and began to fill ‘er up. To my surprise, the pump’s display read $3.95 (not $3.90, like I’d seen on their street sign). I walked in to see the attendant and shared my observation. When he saw me, he took a break from the conversation he’d been having with a co-worker, listened to my concern, smiled, then turned and pointed to the sign above the price sign. He politely shared that $3.90 was displayed as a “CASH ONLY” price. I felt kind of silly for not having seen the bright yellow “CASH ONLY” sign and as I exited his store (laughing at myself) I thought, he was … polite about that. Surely I wasn’t the first one to ever make this mistake, yet many attendants would have likely given a gruff and annoyed response.
All too often, front-line employees get annoyed by “stupid” questions … and it shows. We’ve all probably had the experience of interacting with someone whom – no matter how hard they may try to hide it [Read more…]
Develop a list of impeccable FAQs and make it readily available to clients and team members alike.
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Nothing screams, “I’m stuck in a time warp” or “I’m technologically challenged” quite like an aol/yahoo/hotmail e-mail address being used for business. Invest the $10/year to get [email protected].
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Impeccable Customer Experience Innovation:
“Unless you try to do something beyond what you have already mastered, you will never grow.” -Ralph Waldo Emerson
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Impeccable leadership:
If customer service is not “in their DNA,” they may just be in the wrong position inside your company.
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