Engineering the Customer Experience
Customer Experience Tip #1472
When your coworkers arrive on Monday and complain about a customer experience they endured over the weekend, discuss how you can ensure — as a team — that nothing like that would happen within your own organization … to your customers and clients.
Customer Experience Tip #1471
“Being zero risk means having all your employees fully aware of the potential common service defects that can arise at each stage of the Customer experience cycle, then providing training and empowerment so employees can deliver great service recovery when defects do arise, making your company zero risk to deal with.” –John DiJulius
Customer Experience Tip #1470
Your brand reputation can be regarded as one that is totally committed to great customer experiences. The best part: you get to choose that … when you and your team wholeheartedly commit to that very thing.
*Also, remember that this is a great time to:
– Change ceiling fans to “summer mode” for cool circulation (counter-clockwise blade rotation)
– Replace the batteries in smoke/gas detectors
– Turn and/or flip your mattresses
Customer Experience Tip #1469
If you represent one particular product or add-on you don’t fully believe in, that’s okay, especially when there are plenty of other products and add-ons you do believe in. But your client deserves to know the truth when asking your opinion. Being honest only adds credibility to your other suggestions and those clients will be far more likely to trust your subsequent guidance.
Customer Experience Tip #1468
When it comes to supporting customers and clients and having them feel taken care of, every employee — regardless of position — should believe: “That’s my job.”
Customer Experience Tip #1467
That client may be leaving you and perhaps they’ll return one day … or not. Perhaps you’d like to have them back … or not. Either way, take the high road by wishing them well as they exit the relationship.
Customer Experience Tip #1466
“Bigger isn’t better. Better is better. When you lead a team that’s genuinely focused on better [customer experiences], bigger naturally comes along for the ride. In other words, bigger should be the result of better.” -Craig Strent, CEO of Apex Home Loans
Customer Experience Tip #1465
Without any visual cues, the person on the other end of the phone can only surmise your energy and mood based on your voice tone. Are you smiling and demonstrating patience in your tone … or is your tone implying that you’re rushed and/or annoyed?
Customer Experience Tip #1464
Customers would like to feel that you’re glad they called. Is that coming through in your voice? …are you sure?
