Customer Experience Tip #1422

Sarcasm is only acceptable within an established relationship of mutually-understood humor, and even then it can be a slippery slope when engaging with customers and clients. Sarcasm as a first impression can be extremely off-putting. Probably best to avoid it altogether.

Customer Experience Tip #1421

It’s okay to have a difference of opinion from your customer. But if that’s all you ever do, then you may be perceived as a contrarian, which — as you might imagine — isn’t all that attractive.

Customer Experience Tip #1420

Talk about your customers and clients behind their backs. It’s a healthy thing to do. #PositiveGossip

Customer Experience Tip #1419

How often are you inviting your team to discuss their own experiences as customers? Using this as a regular conversation starter is one sure-fire way to keep the topic of customer experience inside of everyone’s awareness.

Customer Experience Tip #1418

“A friend was describing a clerk he had recently dealt with.

‘She was competent, of course, but she couldn’t engage very well with the customer who just came in.’

Then, of course, she wasn’t competent, was she?

It doesn’t take a genius to see that competence is no longer about our ability to press certain buttons in a certain sequence. Far more often, competence involves the humanity required to connect with other people, in real time.

It requires emotional labor, not merely compliance.” –Seth Godin

Customer Experience Tip #1417

Take a look at your website. Does it clearly communicate the value you might bring to your clients/customers; the problems you might be able to solve for them … or is it only being used to express how amazing and accomplished you are?

Customer Experience Tip #1416

You may mean well, but simply saying, “We should catch up soon!” or “Let’s grab lunch sometime!” can feel like an empty offer to the client. Instead, come prepared with possible dates and times so that you’re actually offering (right then) to make it happen.

Customer Experience Tip #1415

When you’re with a customer/client, be WITH them. Forget about what happened an hour ago or what you have to do later today. Turn off your computer monitors and hide your smartphone. Remove all of the mental and physical distractions and just BE with that person. People can feel your presence … or lack thereof.

Customer Experience Tip #1414

If you have a standard electronic message used with customers that is often seen as cumbersome or confusing, consider creating a video message to accompany it. This way, you’ll be offering an engaging alternative for those who prefer “movies” over “books.” That said, nothing beats a two-way conversation.

Customer Experience Tip #1413

Are you grateful for your customers and clients. Do they know that? Are you sure?