Customer Experience Tip #1313

“Empathy is the hard part. The rest is mechanics. We’re not wired to walk in someone else’s shoes, it’s not our first instinct. Showing up with empathy is difficult, hard to outsource and will wear you out. But it’s precisely what we need from you.”

–Seth Godin

Customer Experience Tip #1312

Critical thinking in your arena — while it likely comes naturally to you — feels like WORK to your customer. Do as much of the critical thinking as possible FOR your customers. You’ll be making their lives easier and less stressful, and for that you’ll be rewarded with their loyalty and their referrals.

Customer Experience Tip #1311

“I’ve just been super busy!” is not an acceptable nor customer-centric excuse for a delayed response to a phone call or e-mail. Things happen. We get it. Apologize sincerely, and leave out the lame catch-all excuses.

Customer Experience Tip #1310

“My biggest regrets are the moments that I let a lack of data override my intuition on what’s best for our customers.” –Andrew Mason, Groupon

Customer Experience Tip #1309

It’s not enough to track feedback formally. We must also have a system for capturing things informally, through everyday customer conversations … the bad AND the good.

Customer Experience Tip #1308

Are you feeling stumped on how to handle a unique customer experience pitfall? Sometimes it’s necessary to collaborate with others and remember that you’re not alone. The answers are never too far away. We must remember to ask for help from our peers when we’re feeling stuck.

Customer Experience Tip #1307

Whenever you’re feeling as if you may have lost your audience (i.e., your customer or client), reel them back in by asking questions and then pivot your presentation around their answers in order to keep them engaged.

Customer Experience Tip #1306

Your customers and clients may love you and your firm, in general. That said, ask them, “What is one thing that we could be doing better?” You’ll narrow their thinking to solicit a response and they’ll appreciate you for caring enough to ask.

Customer Experience Tip #1305

“Build a business that puts its people first. Work with partners who share your same progressive and inclusive values. Focus on delivering a great customer experience, and success will come. Make business a force for good. Stay positive; attitude is everything.”

–Richard Branson

Customer Experience Tip #1304

Employees need to see that their hard work is making a positive difference for customers. Show them and remind them of the great stuff … instead falling into the common trap of harping only on the bad stuff.