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.

Customer Experience Tip #1283

It should come as no surprise that most of the longstanding brands that have had a commitment to customer experience since they were founded are some of the brands we still know and love today. They’ve weathered all kinds of storms and are all-but recession proof. They won’t die because we won’t let them.

Customer Experience Tip #1282

Your customers expect you to behave in a way that demonstrates how you appreciate them, that you care about them, and that you’re worthy of their repeat business and that of their friends and family. Act accordingly.

Customer Experience Tip #1281

“Too many companies focus on individual interaction touchpoints devoted to billing, onboarding, service calls, and the like. In contrast, a customer journey spans a progression of touchpoints and has a clearly defined beginning and end.”

–McKinsey & Company

Customer Experience Tip #1280

Responding to customers on social media isn’t much different from responding to their phone calls and e-mails … except of course that you’re on stage for all to see. Act accordingly and act promptly.

Customer Experience Tip #1279

Customer experience is based on trust. Be honest and forthright with your customers and don’t hide from them the things they deserve to know. When they find out what you’ve been hiding (as they often do) trust is broken and recovery may be impossible. Without trust, you won’t see that customer return and you’ll never benefit from their referrals.

Customer Experience Tip #1278

Consider each milestone in your customer’s journey and discuss with your team: “How might the customer be feeling during this particular stage?” Doing so can help increase empathy amongst your team and also help to anticipate customer needs in relation to likely emotions/feelings.

Customer Experience Tip #1277

Is Customer Journey Mapping a lot of work? You bet. Is it worth it? Absolutely.

Customer Experience Tip #1276

“Maybe your customer isn’t trying to save money. Perhaps she wants to be heard instead. Or find something better, or unique. Or perhaps customer service, flexibility and speed are more important. It might be that the way you treat your employees, or the side effects you create count for more than the price. The interactions in the moment might be a higher priority. Or it could even be the sense of fairplay and respect you bring (or don’t bring) to the transaction. Price is the last refuge for the businessperson without the imagination, heart and soul to dig a bit deeper.”

–Seth Godin, Bestselling Author

Customer Experience Tip #1275

Listen to your own voicemail greeting and ask yourself: “Do I sound happy, accessible, approachable … kind?”