Engineering the Customer Experience
Customer Experience Tip #928
“Your website isn’t the center of your universe. Your Facebook page isn’t the center of your universe. Your mobile app isn’t the center of your universe. The customer is the center of your universe.” –Bruce Ernst
CLICK to ENLARGE
Customer Experience Tip #927
CRMs (Customer Relationship Management) tools are so robust these days, yet few companies are taking advantage of their features. Designate a field for (or simply make a note of) the phonetic spelling of your customers’ names. Customers with hard-to-pronounce (or often-mispronounced) names will be surprised and delighted when everyone at your firm knows exactly how to pronounce their name.
CLICK to ENLARGE
*Also, remember to:
– Change the batteries in smoke/gas detectors
– Turn and/or flip your mattresses
– Turn off your outdoor spigots (winterize)
Customer Experience Tip #926
Be specific when complimenting your customers and co-workers. For example, instead of saying, “We appreciate your referral,” you might say, “It means a lot to me that you trust me enough to have referred Mrs. Jones. Thank you.” Instead of saying, “You did a great job,” you might say, “You attention to detail on this project is what made it so seamless for the rest of us. You’re such an asset to our team.”
CLICK to ENLARGE
Customer Experience Tip #925
In everything you do, say, and write – at each and every customer touchpoint – have a goal of demonstrating a sense of partnership; showing that there are no “sides.” At no time, should your customers feel they’re on one side and you’re on another. This is what it means to demonstrate partnership.
CLICK to ENLARGE
Customer Experience Tip #924
Every so often, you might check in with your customers and clients. How are they feeling about the process of working with you and your company? You might follow the “P.I.N. Method” (Positive. Interesting. Needs Improvement.)
CLICK to ENLARGE
Customer Experience Tip #923
“One customer, well taken care of, could be more valuable than $10,000 worth of advertising.”
–Jim Rohn
CLICK to ENLARGE
Customer Experience Tip #922
Do you believe your customers view your staff as friendly? If they don’t, they’re less likely to return and not at all likely to refer others. Whenever you’re the customer, you know this to be true.
CLICK to ENLARGE
Customer Experience Tip #921
Is there any chance that the customer e-mail you’re about to send could be misinterpreted by the recipient? Consider running it by a teammate or colleague, or at the very least returning to it later with a fresh set of eyes.
CLICK to ENLARGE
Customer Experience Tip #920
Be mindful of the way in which you talk about your customers “behind closed doors.” If you have derogatory nicknames or disdain for any of your customers, that’s going to attract like-minded observations from you and your team. This is one snowball that you don’t want growing and causing destruction. If you don’t have something nice to say…
CLICK to ENLARGE
