Customer Experience Tip #1075

With customer relationships, we cannot sweat the small stuff. We know you’re right, but let that customer be right anyway. It usually costs you nothing more than letting go … of your need to be right. And it might mean saving that customer relationship.

Customer Experience Tip #1074

Some folks are already hard-wired to serve; born with customer service in their DNA. For everyone else, some “rewiring” may be required and this happens through stories and conversations. It begins by raising awareness, sharing the vision and reviewing your commitment to service.

Customer Experience Tip #1073

Always remember to acknowledge your most loyal customers. They are the ones who return and they are the ones who refer others. Never take them for granted. Instead, let them know how much they mean to you and your firm.

Customer Experience Tip #1072

“You might think that consumers are just buying based on price… consumers who have a choice are looking to see what makes your [airline] special.”

–Rick Garlick, Global Travel and Hospitality Lead of J.D. Power

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Customer Experience Tip #1071

The next time you meet with your team, ask everyone to weigh in on the question, “Why should our customers remain loyal to us?” You’ll either affirm why their loyalty is deserved or you may discover that you’re not currently doing enough to earn it.

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Customer Experience Tip #1070

You can either affect your online reputation or be at the affect of it. Simply invite your most loyal customers to write a quick review (and make it easy by giving them the direct link to do so). Never be afraid to ask. They are — after all — your raving fans.

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Customer Experience Tip #1069

“Away” voicemail greetings are great, as long as you: 1) mention what day/date you’ll be returning, 2) offer an alternate contact person (or method) in your absence, 3) turn off the “away” greeting as soon as you return, so that its message/dates are not … outdated.

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Customer Experience Tip #1068

Ready to hit Send? Not so fast. Always give it a once-over for grammar and spelling (of course) but also check to make sure it conveys kindness. There’s often a very fine line in the eyes of your reader. This 20- to 90-second investment matters greatly when it comes to e-mail communication.

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Customer Experience Tip #1067

“If you are taking your customers for granted, feeling overly confident that service doesn’t matter, or are charging nuisance fees at the expense of customer loyalty, then you might be hurting your long-term position.”

–Ian Altman, Forbes Contributor and Bestselling Author

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Customer Experience Tip #1066

Give your customers the time they feel they need and deserve. Don’t rush them through your process and don’t tie them up by taking too long either. Some prefer speedy while others tend to want to take it slow. Be mindful of honoring your customer’s preferred duration and pace of engagement.

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