Customer Experience Tip #1293

Using a too-consistent go-to expression can be very distracting. On their own, examples like, “Literally” (when used properly), “At the end of the day,” “To be honest with you,” and others aren’t terrible. What becomes terribly distracting is when they are overused in customer conversations. If you believe you may be a culprit, ask a good friend to be honest with you. You might be surprised by what you discover about yourself.

Customer Experience Tip #1292

When your customer is confused by your e-mail message, remember not to limit yourself to yet another e-mail response in an effort to attempt clarification. Oftentimes a phone call serves them (and you) best.

Customer Experience Tip #1291

“Is the customer always right?  Maybe, maybe not.  But allow me to believe I am right and don’t force your opinion, or sales goals, on me.” –Steve DiGioia

Customer Experience Tip #1290

While it’s important to be the expert for your customers and clients, that doesn’t mean knowing EVERYTHING. When you don’t know something, just say so. When you’re viewed as the expert, your “credibility meter” goes up (not down) when you admit to not having all of the answers. Repeat after me: “I don’t know. But if that’s important to you, I’ll make it my mission to find out.”

Customer Experience Tip #1289

What are the most common customer complaints for your industry as a whole? If you don’t already know, then just ask Google. These top complaints … this is the reputation you are up against before your customer even meets you. What actions (more than lip service) are you taking to dispel their concerns?

Customer Experience Tip #1288

Be the confident expert for your customers and clients, not the cocky know-it-all. There’s a huge difference in the dynamic of kindness alone. Confidence attracts … cockiness repels.

Customer Experience Tip #1287

Customer surveys only work when customers feel safe in sharing their perceptions; their perceived truth. If there’s one thing customers dislike more than customer satisfaction surveys, it’s being coached on how to complete customer satisfaction surveys.

Customer Experience Tip #1286

“If you can’t be reliable for the little things, your customers will never trust you to be reliable for the big things.” –Karen Mishra, Entrepreneur.com

Customer Experience Tip #1285

Touting all of the ways you are different — and how you add value in ways that your competitors don’t — is actually a waste of time … unless of course you’ve taken the time to discover what matters most to that customer you’re speaking with. In other words, ask thoughtful questions and listen well — THEN you’ll know exactly what you should be sharing with that particular person. One size does not fit all.

Customer Experience Tip #1284

Take a close look at the terminology being used inside of your industry and — most importantly — inside of your own organization. Is it customer-centric? If you’re still using terms that could feel negative or unfriendly, you don’t need anyone’s permission to reinvent. Your language helps to shape your culture. Be intentional about it.