Customer Experience Tip #1035

Always remember that your end-user (your customer) is a human being, and human beings often live challenging and dynamic lives. Behind every face, there is a story and you never quite know what may be going on in that person’s life.

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Customer Experience Tip #1034

“Companies have a bad habit of treating customers like a flakey guy would treat a girl he didn’t care about. Once they have the customer, they don’t want to deal with what it takes to manage that relationship.”

–Blake Morgan, Forbes Contributor

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Customer Experience Tip #1033

Before a job applicant even makes it to the first step of your interview process, they should already know what your company stands for and how you value remarkable customer experiences. They should have already gathered as much from your online presence and — hopefully — the word on the street.

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Customer Experience Tip #1032

Sometimes you’ll be dealing with a customer who has a pessimistic outlook on things. We know that misery loves company, but don’t go there, and don’t be overly optimistic either (that’s off-putting to a pessimist). Simply acknowledge their position and keep the conversation moving forward.

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Customer Experience Tip #1031

Finish up that conversation with your coworker long before that approaching customer can see you. They need you to be ready, willing, and able. And it makes them happy to see that you’ve been anticipating their arrival, rather than feeling as though they’re an interruption to your fun.

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Customer Experience Tip #1030

A little communication goes a long way. You should never go silent, especially when things seemingly go wrong for your customer. Check in, from time to time, to see how they’re doing; how they’re feeling.

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Customer Experience Tip #1029

“Superior Customer Experience cannot be delivered without the well-orchestrated cooperation of all departments of a company. Yet, this cooperation is very difficult to achieve. Here is the challenge, and the best opportunity, for a company that is capable to organize itself around a customer-centric paradigm.”

–Gregory Yankelovich

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Customer Experience Tip #1028

If you want to attract trustworthy customers, you might first demonstrate that your default setting is to trust them.

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Customer Experience Tip #1027

There’s an important difference between reacting and responding. The former requires almost no time and very little thought. The latter requires a little more time (could be seconds or days) and a level of emotional maturity. When a customer conversation/situation gets challenging, be sure to give yourself enough time to respond … rather than react.

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Customer Experience Tip #1026

“Here’s my card.” We hear that statement all the time and it can be a little (or a lot) off-putting. Don’t be that guy/gal. If someone wants or needs your business card, they’ll usually ask for it. If you believe they’ll find value in having it handy, then consider asking … instead of stating. In other words, you might say, “May I give you my card?” And then — in a few words — explain what the value might be to the other person; what’s in it for them.

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