Customer Experience Tip #1668
“If you cannot see sharing a 5-hour car ride together, perhaps you shouldn’t be hiring that candidate.” –Adam Shampaine, CEO of Homefix Custom Remodeling
Engineering the Customer Experience
Customer Experience Tip #1668
“If you cannot see sharing a 5-hour car ride together, perhaps you shouldn’t be hiring that candidate.” –Adam Shampaine, CEO of Homefix Custom Remodeling
Customer Experience Tip #1667
Remember that when a customer chooses to move forward with you and your company, that’s a gift. They have choices. They chose you. Act accordingly.
Customer Experience Tip #1666
When you find a customer word track that just works consistently, formalize it as a script and repeat the process … without sounding scripted.
Customer Experience Tip #1665
E-mail is great for certain things and not others. You must know when it’s time to simply pick up the phone and have a conversation with that customer.
Customer Experience Tip #1664
“The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.” –John Russell, Harley Davidson
Customer Experience Tip #1663
Nobody likes a “one-upper” or a “me monster.” You could use what you just heard that customer say in order to share your own story … or you could continue to ask thoughtful questions and remain curious about the other person. Which approach do you believe works best for building rapport? Be a great listener.
Customer Experience Tip #1662
That customer has a deep desire to feel heard. Hear them out … without interruption.
Customer Experience Tip #1661
Speak kindly of prospects and customers. Your employees and your peers are being influenced by you.
Customer Experience Tip #1660
Your customer doesn’t know how to BE your customer. Your customer doesn’t know HOW to anticipate their own needs AS a customer. Anticipating their needs is one of your most important jobs. #CustomersDontGoToCustomerSchool
Customer Experience Tip #1659
“If you’re doing it for them, you’ll be fine. If you’re doing it for you, that could be problematic at a certain point–because they’ll know it. They’ll feel it. And they won’t like it.” –Jerry Seinfeld
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