Customer Experience Tip #1622

A focus on customer service indicates a reactive culture, a focus on customer EXPERIENCE indicates a PROactive one.

Customer Experience Tip #1621

If you’re going to take credit for your happy and WOWed customers, you must also take responsibility for the ones who are walking away feeling disappointed or defeated. You can learn something from both ends of the spectrum.

Customer Experience Tip #1620

“Four roads we call customer service:

Road 1: I can learn from you and make things better

Road 2: You’re an important customer and I can bring empathy and care to this moment to strengthen our relationship

Road 3: I can teach you something and make things better

Road 4: Go away

If you engage with customers, as a freelancer or as a public company CEO, pick your road. Be clear about what it’s worth and what it costs. And then do that.” –Seth Godin

Customer Experience Tip #1619

When it comes to guiding your customers and clients on choices, it’s OK to share your own personal preferences and how those might be relevant to them … but … be careful not to overdo it. #ItsNotAboutYou

Customer Experience Tip #1618

As soon as you discover that you’re not “singing from the same sheet of music” as the other party (i.e., misinterpreted e-mail communication), choose another “instrument” (i.e. the phone).

Customer Experience Tip #1617

If you believe you might be late for a client meeting, demonstrate the courtesy and respect to give them ample notice … instead of causing yourself stress and speeding unsafely toward that meeting on nothing more than a hope & wish that you’ll make it there on time. #Transparency #Planning

Customer Experience Tip #1616

Never cup your hand over the telephone mouthpiece when on the line with a customer. Either move the phone aside enough that the caller can hear you working for them, or ask their permission to be put on a brief hold. #Courtesy

Customer Experience Tip #1615

“As more and more consumer-firm conversation moves online or to other text-based media, the importance of utilizing language properly is greater than ever.” –Harvard Business Review

Customer Experience Tip #1614

Loyal long-term clients are noticing what you’re doing/offering to attract new clients. #SpreadTheLove #HonorTheirLoyalty