Customer Experience Tip #1184

Plan to get back to your customers a little more quickly than you promised. Better to be a “hero” than a “zero.”

Customer Experience Tip #1183

“We have to figure out a way to relearn compassion and that is ultimately being able to appreciate and validate someone else’s experience … even if it isn’t our own.”

–Excerpted from NPR’s TED Radio Hour interview with Sally Kohn

Customer Experience Tip #1182

Consider the general mix of telephone and e-mail communication we experienced 5 years ago vs. today. Now consider where we’ll be in another 5 years. Telephone relationships with customers are becoming a lost art and will continue to be one area in which you’re sure to have a competitive advantage … assuming you’re willing to make the investment.

Customer Experience Tip #1181

Refrain from discussing politics with your prospects, customers, and clients. It’s better not to go there.

Customer Experience Tip #1180

Here’s a very telling interview question: “When communicating with customers, do you prefer the telephone or e-mail?” (Your job candidate should acknowledge the better tool for each general circumstance.)

Customer Experience Tip #1179

Not only should your website be mobile-friendly, so too should your e-newsletters. There aren’t many things that will send your customers away quicker than a hard-to-read message on their 5-inch pocket screen.

Customer Experience Tip #1178

“Ultimately, the job of a customer service team is to carry out the company’s vision and overcome customer challenges before it’s too late.” –Christine James

Customer Experience Tip #1177

Every team member should feel empowered to make a customer’s day … even if that means spending a few bucks to create that WOW experience that might just get that customer talking about your firm and sharing their memorable story with others.

Customer Experience Tip #1176

Only 2% of humans can actually multitask effectively. Even if you believe you’re more gifted than the other 98% of us, it’s better to give that customer your undivided attention. Make them feel that they’re the most important thing in that moment of engagement.