Customer Experience Tip #1206

Do you have a bio listed online (i.e., an “About” page, LinkedIn profile, a bio on customer review sites, etc.)? You may believe it’s important to list your professional accomplishments and accolades in these places, but it’s equally important to be relatable (and even interesting). So, consider including some fun facts about yourself or your company (one-liners) that will help to do just that.

Customer Experience Tip #1205

You know what they say about first impressions. Well, you may be doing a lot to ensure that your customers’ visual first impression is favorable once they arrive *in* your firm, but are you are you doing enough to ensure that your customers are experiencing your firm favorably on the approach … before they walk through your doors?

Customer Experience Tip #1204

“A smile is the only facial expression which is not easily misinterpreted.”

–Shaun Belding

Customer Experience Tip #1203

That customer’s suggestion could be something that would only address an anomaly … or that customer might just be the first one to say something that you really need to hear. Either way, their suggestions are almost always worth at least a little consideration.

Customer Experience Tip #1202

When you receive unfavorable feedback on a customer survey, you may feel inclined to defend yourself. This almost never ends well. Don’t justify, explain, prove them wrong, or defend. Instead: Listen, apologize, solve, and thank. This approach is less likely to get you in trouble and demonstrates your maturity to that customer … thus leaving the door open for future business and referrals.

Customer Experience Tip #1201

Take a look at that old form or document you’ve been presenting to your customers for as long as you can remember. Is it still entirely relevant? Is it customer-centric? Is it even necessary? Be careful not to fall into the “…because we’ve always done it that way.” trap.

Customer Experience Tip #1200

“56% of global consumers say they have higher expectations for customer service now than they had just one year ago. This number jumps to 68% for 18 – 34-year-olds.”

–2016 Microsoft State of Global Customer Service Report

Customer Experience Tip #1199

Stop bragging about your successes to frustrated customers. They don’t care about your latest product or service, how many customers love you, and how busy you are as a result. They care about their own experience and frustrations in this moment. And right now they need you to listen (first, and with empathetic ears) and then help to make things right for them. This is not the time to brag.

Customer Experience Tip #1198

If your customers and clients wouldn’t recognize you in person after first having seen your online headshot (professional photo), then it’s probably time to update that photo with one that’s more current and/or less touched up … you know, the real you.

Customer Experience Tip #1197

When it comes to responding/reacting to unfavorable customer feedback, defensiveness drives them away and burns bridges while openness and taking responsibility leaves that door open for future opportunities. It’s better to be kind than to be right.