Engineering the Customer Experience
Customer Experience Tip #887
The moment you realize it will be necessary to reschedule something with a client is the moment you must let them know. Be considerate of your client’s calendar. It’s only fair that they be given as much notice to reorganize their day as you’ve been given to reorganize yours.
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Customer Experience Tip #886
When rewarding a client with a gift card, be sure it can be used at a place they already enjoy and is convenient for them to visit.
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Customer Experience Tip #885
When you have to deny a customer’s request, at least come from a genuine place that says, “I’m on your side.”
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Customer Experience Tip #884
“The customer experience exposes whether the company cares and understands what it’s actually like for a customer to do business with them. In reality, most companies aren’t very aware of what it’s like. They’re too busy planning budgets and putting out fires.”
–Blake Morgan, Forbes Contributor
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Customer Experience Tip #883
Mise en place is a French phrase that means having everything ready to go and in its place. When customers move through any/all of your processes, do you believe they feel a sense of mise en place?
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Customer Experience Tip #882
You can say or write things to customers in such a manner that works for you and them, achieving desired results. Or you can express yourself in such a way that it causes the other person to push away and resist. Be thoughtful about your words. Think. Write. Think again. Say/Send.
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Customer Experience Tip #881
After the sale, does the customer know where to turn when questions pop up or trouble arises? Hold their hand. They hold your future referrals.
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Customer Experience Tip #880
What’s your ratio of outgoing client phone calls-to-outgoing client e-mails? Loaded question, right? It may be interesting (and eye-opening) to track this at some point. Are you speaking with your clients often enough? Most of us could benefit from nudging the scale … even a tiny nudge.
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Customer Experience Tip #879
“Loyalty owned and ruled by points and discounts is dead. Long live elevated loyalty strategies that focus on creating great relationships with customers.”
–Emily Collins, Forrester Research Analyst
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Customer Experience Tip #878
Any employee within plain view and/or likely to cross paths with customers should not be wearing any type of music earbuds. It’s too likely to send the message, “I’m unapproachable and not interested in helping or speaking to anyone (not even my coworkers).”
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