Customer Experience Tip #1462

It’s silly to expect customers to anticipate their own needs. You must do that FOR them. Make it your goal to have them feel as if you’ve thought of everything.

Customer Experience Tip #1461

“We just want people to look forward to their next visit. That’s what really matters.” Elon Musk

Customer Experience Tip #1460

When a customer points out an error you’ve made, apologize for the error. Don’t hesitate, don’t pass the blame, don’t gloss over it, don’t ignore it, and don’t get frustrated. Just own it. It’s unsettling to that customer when you don’t own it and apologize.

Customer Experience Tip #1459

If your products/services are something you used to get excited about, where has that excitement gone? Bring it back and share it with your prospects and customers. That kind of energy is contagious … and necessary.

Customer Experience Tip #1458

We often hear the term, “Organic growth.”

Simply put, when a company that delivers consistently remarkable customer experiences, while offering high-quality, high-value products and services and subsequently realizes growth in the number of people it’s serving over time, that’s organic growth.

Great products/services + Positive reputation = Increased business

Customer Experience Tip #1457

When someone calls you for an update (which you should be proactively providing whenever possible), don’t cut them off only to say in a harried voice, “Let me call you back in 5 minutes.” … and then take longer than 5 minutes to call back. You’ve just eroded the relationship in these 4 ways: 1) not being proactive in the first place; 2) cutting them off mid sentence; 3) giving them the impression that you’re now annoyed; 4) overpromising on the time of your call-back. Don’t be THAT person.

Customer Experience Tip #1456

“The first promises kept are hints that you will keep future promises. Putting people on endless hold, bad voice trees, live chat that isn’t actually live, an uncomfortable chair in the waiting room, a nasty receptionist, unclear directions to your office, bad line management… all of these things escalate stress and decrease trust.” –Seth Godin

Customer Experience Tip #1455

Instead of simply saying, “Would you like something to drink,” offer that visitor a beverage menu (i.e., coffee, water, hot tea, iced tea, hot chocolate, etc.). Even if they decline a beverage, you’ve just made a memorable first impression.

Customer Experience Tip #1454

Unhappy employees aren’t at all likely to generate happy customers … but happy ones are 😉

Customer Experience Tip #1453

Instead of being one more product/service provider claiming to deliver the best client service, just do it; demonstrate it. Actions speak so much louder than words.