Customer Experience Tip #1569

By empowering (and then encouraging) employees to take great care of your customers, you’re having a direct effect on customer engagement and customer loyalty. #EmpowerThem #MakeItSafe

Customer Experience Tip #1568

“If there’s one reason we have done better than most of our peers in the Internet space over the last six years, it is because we have focused like a laser on customer experience, and that really does matter, I think, in any business. It certainly matters online, where word of mouth is so very, very powerful.” –Jeff Bezos, CEO of Amazon

Customer Experience Tip #1567

The only thing worse than saying, “That’s our policy” is adding “…and that’s been our policy for 19 years!” Policies are rarely created in favor of the customer … which makes them a hot button for most. Instead, ask yourself if you can carry out the spirit of the “law,” without having to necessarily declare the letter of it.

Customer Experience Tip #1566

One size does not fit all. Any time you can do something to personalize a customer’s experience, do it. You’ll be appreciated and remembered for it. It’s a worthwhile investment of your mental energy and your time.

Customer Experience Tip #1565

Without sacrificing quality, try to do most everything in less time than what was promised. Your competition is likely doing the opposite of this.

Customer Experience Tip #1564

Remember to exercise patience when explaining things to your customers. You may know your stuff extremely well, but that customer does not. They need not only your guidance, but your caring patience as well.

Customer Experience Tip #1563

“What is the gap between the needs and wants of customers and what they actually experience?” –McKinsey & Company

Customer Experience Tip #1562

When you’re engaged with a customer, remain fully engaged and focused on them. Nothing is more important to that person (or implies as much) as your undivided attention and caring focus.

Customer Experience Tip #1561

When your gut is telling you that something may be “off” in that customer’s experience, don’t bury your head in the sand and hope for the best. That is not an effective strategy. If you believe that customer isn’t unhappy just because they haven’t said anything, you’re possibly making a big mistake. By checking in, you may wind up saving the relationship. At the very least, you’ll be demonstrating that you care. #NothingToLose

Customer Experience Tip #1560

Other than pricing, what’s the #1 reason a customer might leave you/your company? It almost always comes back to their experience. By investing in their experience, you are investing in their loyalty.