Customer Experience Tip #1055

If you’re going to deliver your products/services on time, you must have a commitment to do that every time. If the work you produce is quality work for one customer, it must be quality work for all customers. If there’s one person on your team who knows how to WOW your customers, all team members must know how to do the same (and know why it matters so much). Inconsistency is a customer experience killer. Commit to being consistent in everything you do.

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Customer Experience Tip #1054

“Empathy is the fuel that powers every successful effort to manage and improve the customer experience, and the more genuine empathy is shown, the deeper a company’s understanding is likely to be.”

–Don Peppers  

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Customer Experience Tip #1053

Sometimes you’ll ‘bend over backwards’ for a customer only to wind up feeling underappreciated in the end. Maybe they do appreciate you and just don’t know how to show it. Maybe they were planning to send you a thank-you card or give you a call … and just never got around to it. Or maybe they are indeed unappreciative. You don’t need their approval or validation. Just know that you did the right thing for that customer … and for yourself.

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Customer Experience Tip #1052

When you notice a coworker struggling to serve a customer well, offer to jump in and help. Maybe you have an idea that could positively affect the situation. Maybe an extra set of hands is all that is needed. When it comes to a customer experience commitment, it’s all for one and one for all.

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Customer Experience Tip #1051

No sense in harboring bitter feelings towards an upset customer. That’s not serving them or you. Instead, ask yourself what you could have done better; differently. Everything is a learning experience … but only when you allow it to be.

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Customer Experience Tip #1050

While e-mail comes with its inherent challenges as a communication tool, it can serve you well as a time buffer allowing you to gather your thoughts. Before you react to a message hastily, take a breath, take a walk, bounce an idea off of a coworker. You might just tend to respond … rather than react.

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Customer Experience Tip #1049

“The First Step in Creating the Ultimate Customer Experience is to Understand What the Customers Actually Experience.”

–The International Customer Service Institute

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Customer Experience Tip #1048

As a customer yourself, have you ever dealt with an employee who acted indifferently; uninterested; disengaged? Indifference is a customer experience killer. If you’re in a customer-facing position, you cannot be that person. If you’re a leader of people, you mustn’t employ that person.

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Customer Experience Tip #1047

When you or your company drops the ball and it’s an anomaly, you might find yourself feeling compelled to tell the customer exactly that. It usually sounds something like, “This has never happened before.” Don’t say that. It only makes the customer feel worse; alone in their pain; incredibly unlucky. Instead, you might say, “While we’re all human and mistakes may occur, these kinds of things don’t typically happen around here and we’re prepared to make it right.”

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Customer Experience Tip #1046

You are being “sized up” and pre-judged by your prospective customers and you don’t even know it. It’s happening by way of your voicemail greeting. People are hearing your voice — often for the very first time — as a recorded message over the phone and deciding whether you are likable, trustworthy, engaged, professional, friendly, and worth the investment of their time and money. Now, go ahead and call yourself with those ears.

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