Customer Experience Tip #857

Do you believe your team feels safe enough and empowered enough to share their truth? What might you discover if an outside expert asked your people the following question: “If you were in charge here, what’s the first customer experience change/enhancement you’d make?”

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Impeccable Customer Service Tip #856

Differentiate yourself by simply becoming known as someone who still welcomes good old-fashioned phone calls from customers … and then answer the phone when it rings.

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Impeccable Customer Service Tip #855

A mobile-friendly website won’t just boost your Google rankings, it will provide a rapidly-growing number of your prospects and customers with a more engaging and relevant experience of your brand. So, what are you waiting for?

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Impeccable Customer Service Tip #854

“The only way to build a good company is one satisfied customer at a time. However, to build a great company, we must add one raving fan at a time. The difference is this … a satisfied customer will come back, but a raving fan not only comes back, but becomes part of your sales team. There’s a big difference!” –John Murphy

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Impeccable Customer Service Tip #853

Sometimes it’s necessary to give our customers homework (even though they’ve never attended customer school). But, instead of sending customers off with too many instructions to possibly remember, consider offering them a brief checklist (paper or e-mailed) or text reminders.

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Impeccable Customer Service Tip #852

You’ll never hear from most of your upset customers. That’s because they either don’t feel safe in sharing their truth, or they don’t believe their feedback will matter or make a difference.

Ask yourself: What can we do to encourage (and even reward) honest feedback from our customers … before they choose to defect and spread negative word-of-mouth?

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Impeccable Customer Service Tip #851

When it comes to anticipating the needs of your customers, there are two angles to explore: invention and evolution. Ask yourself, 1) Can we invent something within our process of customer engagement that no one in our industry has thought to do? 2) Can we tweak something that’s always been a certain way … but doesn’t have to be?

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Impeccable Customer Service Tip #850

How many people from your organization does it take to make a positive or negative impression on that next customer? Just one. Think of every interaction as a moment of truth* — *maybe it’s not THE truth, but it’s THEIR truth; the only truth your customer perceives.

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Impeccable Customer Service Tip #849

“With every new hire, a company has the chance to enhance or undercut its experience delivery. That’s why customer experience (CX) professionals should make the prioritization of customer obsession in the hiring process an integral component of their CX transformation efforts.” –Forrester

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Impeccable Customer Service Tip #848

When your company is known for its remarkable level of service, it is less affected by outside forces beyond your control; the same outside forces your competitors will be pointing to as they make excuses and place blame.

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