Engineering the Customer Experience
Customer Experience Tip #976
Assume your customers don’t intend to say or do things to annoy you. 99% of them don’t — they don’t know any better. And they can usually pick up on you feeling annoyed, even if you think you’re hiding it. Instead, try guiding them with kindness. They’ll feel much better about their experience and so will you.
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Customer Experience Tip #975
“Only 26% of companies have a well-developed strategy in place for improving their customer experience.”
–EConsultancy Multichannel Customer Experience Report
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Customer Experience Tip #974
Call yourself and listen to your voicemail greeting. Listen for demeanor, tone, clarity, and likeability. Listen for a smile in that voice. Would you feel compelled to do business with you? If the answer is no — or you’re just unsure — it’s time to record a new greeting. Here’s how: http://blog.driventoexcel.com/2009/03/4-tips-on-adding-impact-to-your-voicemail-greeting/
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Customer Experience Tip #973
Before implementing any new form that your customers will be expected to complete, have people from outside of your industry walk through it and complete it. They’ll tell you what’s confusing, what’s missing, and how it could be more clear and simple.
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Customer Experience Tip #972
What’s the difference between customer service and customer experience? Customer service is a spoke, customer experience is the entire wheel.
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Customer Experience Tip #971
Whenever anyone visits your office (customers, vendors, job applicants, etc.), offer them something to drink. Many will decline but appreciate the offer nonetheless. Those who accept will likely be grateful.
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Customer Experience Tip #970
“Success in business is 85% ability to relate to other people and attitude and only 15% job knowledge and technical skills.” –Carnegie Foundation, 2005
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Customer Experience Tip #969
For your web site(s) and printed materials, be sure your copyright dates are up to date. This not only demonstrates attention to detail, but a sense of freshness (especially if your web site still says © 1999).
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Customer Experience Tip #968
Ask yourself: Is it easy to be your customer … or is it difficult? Smooth … or challenging? Fun … or mundane? Predictable … or risky? Pleasant … or rough? The more easy, smooth, fun, predictable, and pleasant you can make it, the more likely that customer will return and refer others.
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Customer Experience Tip #967
Don’t survey your customers simply for the sake of surveying them. Be thoughtful with your questions and implement a closed-loop process so that your customers feel they have a voice and that they might even affect positive change for themselves and others.
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