Customer Experience Tip #1383

Regardless of which department you serve inside of, you can choose to affect the customer experience in a positive way. Be the leader. Lead your own charge. Others will (eventually) follow. And then – when you make up the majority – the “misfits” will fall away.

Customer Experience Tip #1382

All companies have some — if not much — room for improvement. You’re never done. Remember, customer experience isn’t an initiative, it’s a quest.

Customer Experience Tip #1381

Word choice is key. Consider that every word you choose is either bringing you closer to your customer or pushing you further away. Choose wisely.

Customer Experience Tip #1380

“We know that your customers will put up with imperfect, but one thing that they’d like in return is for you to care … Acting as if, doing it with effort and consistency, is what your customers need from you.” –Seth Godin

Customer Experience Tip #1379

If a customer is telling you that they’ve been let down (by your company and/or by one of your coworkers) and you don’t apologize immediately in that moment, then the customer will assume that what they just shared with you is “normal” at your company. Listen. Apologize. Solve. Thank.

Customer Experience Tip #1378

Nothing favorable ever follows, “unfortunately… ” Your customers do not want to feel unfortunate. “Unfortunately, he’s not in.” “Unfortunately, we don’t have the ability to do that.” “Unfortunately, that item is out of stock.” If you’re looking to frame something unfortunate in a more positive way (and then follow it up with a proposed solution, of course) try using, “as it turns out…” instead.

Customer Experience Tip #1377

Any given article that comes across your screen (or desk) may be of no interest to you … which may cause you to quickly dismiss it. Pause. Is there a client or prospect who might find value in that same article, based on what you know about them? Pass it on and they’ll know you’re thinking of them.

Customer Experience Tip #1376

Only ask the survey questions you are prepared and willing to hear the truth about … and subsequently act upon.

Customer Experience Tip #1375

“The customer is no longer king. They are dictator. And they’re number one dictat is: Make it easy.”  –Gerry McGovern

Customer Experience Tip #1374

Check that industry lingo at the door. Using it with customers only alienates them. You also risk the chance of sounding condescending.