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

CLICK to ENLARGE

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).”

CLICK to ENLARGE

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.

CLICK to ENLARGE

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.

CLICK to ENLARGE

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.

CLICK to ENLARGE

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

CLICK to ENLARGE

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).

CLICK to ENLARGE

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.)

CLICK to ENLARGE

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…”

CLICK to ENLARGE

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.

CLICK to ENLARGE