Customer Experience Tip #867

Unless you’re a financial institution or a healthcare provider, your customers shouldn’t have to spend more time on the phone verifying their identity than they do having their problems solved. Perhaps it’s time to look at streamlining your process so your phone reps aren’t treating the 99% of your honest customers like would-be criminals.

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Customer Experience Tip #866

Most of us have had access to desktop printing for more than 20 years. Giving customers and clients handouts and forms that are copies of copies is unprofessional and inexcusable. Your printed materials are representing you and your company, so be sure they’re clean, clear, and crisp.

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Customer Experience Tip #865

The telephone is still effective … and important. Sometimes, we can accomplish much more in a 5-minute client phone call — and work more collaboratively (and more clearly) — than e-mail allows for.

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Customer Experience Tip #864

“Be amazing to the customers you have. They will give you the customers you want.”

–Peter Shankman, Bestselling Author

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Customer Experience Tip #863

Systemization leads to conscious competence, reliability, quality, and consistency. Do you have a formalized system for onboarding new clients? Is everyone aware of it and adhering to it?

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Customer Experience Tip #862

“Research shows 86% of people believe that citing statistics for your clients, without attributing a (credible) source puts your own credibility at risk.” –Fiktishuss & Co.

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Customer Experience Tip #861

Is your phone number easy to find on (every page of) your website, or is it buried beneath layers and obstacles? Consider what you might be “saying” to your customers and prospects in either case.

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Customer Experience Tip #860

According to the Virginia Tech Transportation Institute, texting while driving is six times more likely to cause an auto crash than driving when intoxicated. So, consider the “message you are sending” your prospects, customers, (and your employees) by condoning this behavior. Regardless of whether your company name is on their vehicle, might you consider a company policy … or at least some conversation? And are you leading by example?

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Customer Experience Tip #859

“We are at our best when creating enduring relationships and personal connections. When we are fully engaged, we connect with, laugh with, and uplift the lives of our Customers, even if it is just for a few moments. It is about the human connection.”

–Howard Schultz, CEO of Starbucks

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Customer Experience Tip #858

Never tell a customer, client, prospect (or patient) that your schedule, “doesn’t go out that far” when they’re interested enough to schedule an appointment with you. If that’s really true, then it’s probably time you find a new calendar software provider.

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