Customer Experience Tip #1085

How well do you know your (typical) customer? Can you point to some of their common likes, dislikes, fears, frustrations, concerns, desires, etc? The more in touch you are with acknowledging these things, the better you’ll be able to anticipate their needs.

Customer Experience Tip #1084

Customer experience is by “design”… except when it’s not. If you’re not designing your customer experience, you are leaving much of it to chance. For a deeper understanding of the importance of design, check this out (TED Radio Hour Podcast on “Design”).

Customer Experience Tip #1083

When requesting some type of action on the part of your customer, instead of saying “What I need you to do for me is…” make it about what they’re doing for themselves while also demonstrating a sense of partnership. For example, you might say, “Once you’ve completed that application, we’ll be on our way and can begin your process together.”

Customer Experience Tip #1082

If you see something, say something. The only way to have a culture that is committed to customer experience is to have the willingness to speak up when that commitment is not being honored and therefore demonstrated.

Customer Experience Tip #1081

“78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.”

–American Express Survey, 2011

Customer Experience Tip #1080

Do you believe you demonstrate a can-do attitude? Your customers are listening for possibility in your voice. This isn’t something they’ll come out and tell you, yet it’s what everyone wants. A tone of possibility says, “Yes … it can be done … there is a solution … there is a way … this is possible.”

Customer Experience Tip #1079

Your prospects and customers are comparing you to the people they’ve dealt with elsewhere – in your industry and beyond. This is human nature. So, what will they remember about you? What makes you and your company different? What will compel them to remain loyal as they (cannot help but) compare you to everyone else?

Customer Experience Tip #1078

As you enter each and every customer interaction (in-person, via phone, e-mail, text, etc.), let kindness be your mantra. Kindness will keep them returning and kindness makes you exponentially more referable.

Customer Experience Tip #1077

How quickly can you get from challenge to resolution? That’s what matters to your customers — not who’s at fault, not who said what, not what it might cost in energy and dollars, not who’s right and who’s wrong, not how or why it happened in the first place — just how quickly you can make it right.

Customer Experience Tip #1076

“Customers value ‘good’ service more than ‘fast’ service.”

–Help Scout