Customer Experience Tip #1373

Stop beating up your customers for telling you their truth. You asked for it on that survey (and/or conversationally) so instead of becoming defensive, be open to — not only the good but — the bad and the ugly as well. And then be prepared to make things right.

Customer Experience Tip #1372

Do you believe that customer complaint you received is an anomaly … or might it represent something bigger and broader that’s been hiding in your blind spot. Be curious. Investigate with a beginner’s mind instead of jumping to the “anomaly” conclusion.

Customer Experience Tip #1371

Your team members either care about customers or they don’t. And if they don’t, do they really deserve to be part of your team?

Yes, if you’re looking to build a customer-centric organization together, then it really is that simple.

Customer Experience Tip #1370

“I recommend that you devote a section within each customer file and label it ‘customer intelligence.’ It’s the area where you train your team members to record appropriate information about your customers to deliver an experience your customers have never seen before.”

–Michel Falcon

Customer Experience Tip #1369

Don’t align yourself with an affiliate product/service provider unless you’re absolutely sure they will be representing you well. Know that the type of experience they deliver to your customer is reflective of you and your firm.

Customer Experience Tip #1368

If you’re feeling that there’s even a slight chance your customer is feeling neglected when it comes to communication from you and your team, it’s probably time to pick up the phone and check in. Don’t delay. Follow your instincts.

Customer Experience Tip #1367

“I’m just trying to help you!” shouted no helpful person ever. Helpfulness should be rooted in kindness.

Customer Experience Tip #1366

Take it easy. Professionalism is important, but that doesn’t mean you have to be completely “buttoned up” at all times. Lighten up and let your personality come through and you’ll find yourself connecting with your ideal prospects, customers, and clients more quickly and easily.

Customer Experience Tip #1365

“Getting the customers’ true perspective will help you create a clear market position, value proposition and differentiators, so that your company will no longer sound like everyone else in your market.”

–Bob London, Chief Listening Officers

Customer Experience Tip #1364

Let’s say 20 – 40% of your online reviews from customers aren’t favorable (that’s only 1 or 2, if you’re sitting on a total of 5). If you don’t believe that is costing you potential business, you are in the dark. Trouble is: most (happy) people will not think to post a review until asked to do so. Many upset people WILL think to do so. You must do your part to protect your online reputation by proactively inviting your customers and clients — the ones who love you — to review you.