Customer Experience Tip #907

Remember, your customers and clients should be doing most of the talking. Your job is to be genuinely curious and ask thoughtful questions. If you ever see them glancing at their watch or phone, looking away or down, yawning, or physically moving away from you, it’s probably a sign that you’ve been talking too long; you’ve lost them. Quick, ask another question … and listen!

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Customer Experience Tip #906

Your customers and clients are already demonstrating their preferred method of communication. When they e-mail, they’re usually expecting an e-mail in return. When they call, they’re usually hoping for a call-back. Work to honor the preferences they’re already demonstrating (instead of forcing them into yours).

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Customer Experience Tip #905

Your customers like to be kept in the loop. Even if you’re still researching something for them, they’ll appreciate a phone call or an e-mail with a quick update. It’s best to not leave them wondering.

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Customer Experience Tip #904

Don’t “shoot the messenger.” It often takes bravery for a customer to voice their concerns and share the details of a negative experience. Appreciate them for coming to you. After all, it’s been proven that the other 19 out of 20 who feel the same will simply vote with their feet (walk away and never return).

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Customer Experience Tip #903

“Give little unexpected extras [to your customers and clients].” –Stan Phelps, Author

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Customer Experience Tip #902

Demonstrating accuracy, availability, partnership, and advice are important — if not paramount — when it comes to customer expectations. Do your survey questions reflect these four categories?

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Customer Experience Tip #901

You might be having a bad day. (We all have them.) This may seem counterintuitive, but there’s surprising power in looking to make someone else’s day, especially when you’re not at your best. Take the focus off of what’s wrong for a moment and see if you can point to — acknowledge and appreciate — what’s right, then go and be a day-maker for someone on your team; for a customer or client.

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Customer Experience Tip #900

When engaging with most customers (and you have to read each situation) it’s often good to foster a little small talk. Be careful not to spend too much time on the traffic and weather, but express a genuine curiosity for their experience of something other than the work you’re there to do with/for them.

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Customer Experience Tip #899

Most of your staff aren’t likely to read business books — Even if you ask them to, and even if you gift those books to them. You’ll likely increase the chances that they’ll actually read what they’re given, by tailoring their reading experience to their preferences. Offer options like Kindle, Audible, mp3 smartphone download, CD set, and — for some — paperback/hardcover. …or maybe just offer up a short video summary.

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Customer Experience Tip #898

“Your sole mission, your sole purpose, your sole reason for existence in this industry is to make life just a little bit better for this consumer… the living, breathing human being on the other end of the transaction that you’re working on right now.” –Gibran Nicholas, Founder, Chairman and CEO of CMPS Institute

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