Customer Experience Tip #1045

If you’re formally collecting customer feedback (and you should be), it is critical that you close the loop.

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Customer Experience Tip #1044

“When the service experience doesn’t deliver on even the most basic expectations of the customer, then an apology is most likely expected by the customer. A businesses’ apology means to the customer that the business confirms that it does consider the customer’s business more important than it just manifested through the last service incident and that the treatment was in error and not intended. ‘What you just experienced wasn’t in line with the way we see you. You’re still extremely important to us’.”

–CX Group

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Customer Experience Tip #1043

Do your customers feel that your company builds in too many steps; allows for an antiquated process? The more thoughtful and simple your process, the more likely your customers will find it easy to do business with you. And the easier you make it, the more likely they’ll return and refer others.

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Customer Experience Tip #1042

You might have a stellar product(s) but your customers are also craving a stellar experience. You are likely intentional about your product(s), but are you bringing that same intentionality to the whole customer experience?

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Customer Experience Tip #1041

When a customer asks you something and you’re unsure of the answer, it’s always best to just say so. You shouldn’t find yourself dancing around the question. Your customer would rather you be honest about your knowledge limitation than feel like you might be (or later find out you were) winging it.

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Customer Experience Tip #1040

Rapport is not something you can fake or force. If you want to build rapport with a customer, you’ll have to be genuine, caring, others-focused, kind, professional, friendly … and patient. You can’t rush it by coming at them all “buddy-buddy” in the first five minutes. Instead, start by finding commonalities and then give it time; allow it to occur naturally.

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Customer Experience Tip #1039

“Our business is based on repeat customers and word of mouth. There’s a lot of value in building up our brand name and what it stands for. We view the money that we spend on customer service as marketing money that improves our brand.”

–Tony Hsieh, Zappos.com

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Customer Experience Tip #1038

Regardless of their role or department, everyone in your firm should be in the habit of greeting every visitor. Not sure if that visitor was already greeted? Greet them! Better that every team member extend a warm welcome than no one at all. When visitors are made to feel welcome by everyone they encounter, it speaks volumes of your culture.

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Customer Experience Tip #1037

Whenever you tell a customer, “The computer won’t let me.” or “It’s against our policy.” or you simply jump to the “No,” what that customer hears and feels you saying is that, “It’s impossible” — and that’s just ridiculous. We’ve never lived in a time when as much IS possible. Find a way around the computer challenge or just override it. Follow the spirit of your company’s values, rather than the letter of the law when it comes to policy. And instead of jumping to that “No,” find a creative can-do solution-oriented way to say YES!

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Customer Experience Tip #1036

From mobile banking to microwavable foods. From no-questions-asked merchandise returns to drive-thru prescriptions; home grocery delivery and streaming entertainment. And no more keychains full of loyalty cards … there’s an app for that.

We live in an age of convenience and it’s now expected. Are you fostering a culture of customer convenience? If it’s not convenient for customers to do business with you, they’ll find somewhere else to go and someone else to serve them.

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