Customer Experience Tip #998

It’s your people help to make up your company; your brand; your image; your reputation; your culture. They’re the ones who deliver the customer experience. More reason to follow the wise advice of hiring slow (and firing fast).

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Customer Experience Tip #997

You certainly don’t have to be the receptionist to make visitors feel welcome in your firm. If you’re in close proximity to a visitor, turn towards them, make eye contact, smile, and ask if they’ve been helped. Your customers (just like you and I) would rather be acknowledged and even “over greeted” than be ignored; made to feel invisible.

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Customer Experience Tip #996

Instead of saying, “No problem,” try saying, “You got it,” “Sure thing,” “My pleasure,” or something else that moves away from problems and instead implies your can-do attitude and approach.

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Customer Experience Tip #995

Root for your customers and let them know you’re doing so. They should never be made to feel that it’s them on one side and you on the other. Instead, your customers should sense that you’re alongside them for the journey.

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Customer Experience Tip #994

“When people go to work they shouldn’t have to leave their hearts at home.”

–Betty Bender

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Customer Experience Tip #993

Whether verbalized or implied, “That’s not my job” is never an acceptable stance. See what you can do to help. If an issue requires escalation, see it through and circle back with that customer. Transferring them to another party and hoping for the best just isn’t enough.

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Customer Experience Tip #992

Let go of the one-size-fits-all pre-populated closing line (i.e., Thank you, Warmly, Regards, Sincerely, etc.), and switch to the best fit for each situation instead. It’s a 5-second (worthwhile) investment that demonstrates personalization to that recipient.

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Customer Experience Tip #991

It’s sometimes acceptable to give ranges — early on — when discussing timing or pricing. But as soon as you reach that point of knowing more, anticipate their desire to know more by narrowing that range for the customer (remembering to under promise and over deliver).

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Customer Experience Tip #990

Before adopting that next hi-tech thing, look at how it might affect your customer experience. If it’s not enhancing or complementing their experience, it may not be the right move.

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Customer Experience Tip #989

“The customer experience, as perceived by consumers, is ultimately about the value they receive. Such value is the net summation of all interactions across the consumer lifecycle.”

–Brian Kotlyar, Sprnklr

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