Customer Experience Tip #1185

Ask your team, “When our best customers are referring their friends and colleagues to us, what are the words you believe they’re using to describe our people?”

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.