Customer Experience Tip #877

It’s great to display your “away dates” on your e-mail auto-responder. It’s not so great to still have that auto-responder turned on after your return date.

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Customer Experience Tip #876

Company uniforms = nice idea. Wrinkled, faded, tattered, torn, and/or stained company uniforms = terrible idea. Do you have a standard for this within your company? If you don’t, expect your staff to appear (in the eyes of your customers) inconsistent at best.

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Customer Experience Tip #875

Once someone has registered online for your event, they shouldn’t continue receiving e-mail invitations. It’s confusing and will likely be perceived as a nuisance.

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Customer Experience Tip #874

“As we serve, we strengthen and as we strengthen, we have more opportunities to serve; it’s a virtuous cycle that enriches our organization and our community.” –WSFS Bank

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Customer Experience Tip #873

A company’s culture is apparent and influenced by its posted signs. Are your signs rule-based (policing) or are they customer-centric (friendly and helpful).

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Customer Experience Tip #872

You’ll notice varying styles of e-mail communication from customers; varying degrees of formality. Being careful not to mirror anything that could be perceived as unprofessional, work to mirror and match the style of each customer. (Tip: you might start with the salutation and closing style.)

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Customer Experience Tip #871

When you say to a client, “I don’t want to waste your time or mine.” it sounds like you’re mainly worried about wasting your own time. You might consider instead saying, “So that we’re able to make the best use of your time…”

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Customer Experience Tip #870

Is your direct phone number listed in your e-mail signature block? After all, this is the first place many of your customers and clients will go to look for it.

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Customer Experience Tip #869

“Business is like anything else in life – it’s a journey with lots of variables. The challenge is to understand which of these variables are controllable within the business model – so many are not. Improving the customer experience is one very important variable that we have the ability to affect.” –David Ballow, Orangetheory Fitness

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Customer Experience Tip #868

Are you an owner with an exit strategy? Might you sell your company one day? The stronger your firm’s reputation for customer experience (both on-line and off-), the more valuable your company might be to a prospective buyer.

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