Customer Experience Tip #1145

Always speak in complete and thoughtful sentences. Responses like, “Order number?”, “Your driver’s license…”, “Last 4 of your social?”, “Next in line…”, “Mepya? (quick for: “May I help you?”), etc. are neither complete nor thoughtful and certainly don’t contribute to a positive customer experience.

Customer Experience Tip #1144

Whether you’re tied up with a visiting customer, on another phone line, or unable to find that answer to someone’s e-mail right away, have some built-in mechanism or best practice for simply acknowledging the waiting customer. A little acknowledgment goes a long way. No one ever wants to feel ignored.

Customer Experience Tip #1143

“…surprises don’t have to be a response to an event. They can be anything that makes an ordinary event memorable. Free samples with a purchase. Chocolates on the hotel room pillow. It’s easy – make them happen and make your customers happy!”

–Colin Shaw

Customer Experience Tip #1142

You might be amazing at what you do and bring great value to your customers and clients. Just be careful that you don’t let your level of expertise inflate your ego so much that your confidence turns to cockiness.

Customer Experience Tip #1141

If you’re always on the lookout for customers who are (inadvertently) breaking your rules, then you have too many rules.

Customer Experience Tip #1140

If you’re looking for a surefire way to send customers to negatively rate and review your company on the Internet, just be indifferent towards them. Indifference is a customer experience killer. The world lacks empathy. Your customers desire empathy.

Customer Experience Tip #1139

Even if you can finish your customer’s sentence (because you’ve heard it 1000 times before), resist the urge and let them speak. People need to feel heard, not interrupted and NOT that they’re assumed to be just like everyone else before them.

Customer Experience Tip #1138

“When it comes to service, companies create loyal customers primarily by helping them solve their problems quickly and easily. Armed with this understanding, we can fundamentally change the emphasis of customer service interactions.”

–Matthew Dixon, Karen Freeman, Nicholas Toman at Harvard Business Review

Customer Experience Tip #1137

Even paying attention to a few customer experience details in an effort to better their comfort level can go a long long way. Your customers will remember you for it.

Customer Experience Tip #1136

If you’re only turning on the niceness when it’s time to present your customer with their invoice, you’ve gone about it all wrong and they will see right through the “act.”