Customer Experience Tip #1559

Struggling with choosing a solution that will “make things right” for that client. Here’s an idea: Ask the client.

Customer Experience Tip #1558

“When you ask your team members to deliver a great customer experience, you’re asking them to take care of a stranger. And only a certain type of customer-centric DNA can do that day over day, week over week, year over year.” –Michel Falcon

Customer Experience Tip #1557

When a company’s leaders value and invest in the customer experience, the company becomes more attractive not only to customers, but to its (ideal) employees and the (ideal) job seekers as well.

Customer Experience Tip #1556

Are you nervous about calling that client? If so, then your focus is on … you. In other words, nervousness is selfish energy. Place your focus on that client and your desired outcome for them, and watch that nervousness dissipate.

Customer Experience Tip #1555

Here’s a simple way to build rapport while making that customer feel important: remember and use their name (conversationally and over e-mail). So simple. So effective.

Customer Experience Tip #1554

Let go of the industry-speak. When you use jargon with customers and prospects, it feels condescending and/or insensitive to them and their world. Instead, speak in regular terms that are universally understood. You will connect more easily with them by doing so.

Customer Experience Tip #1553

“Our front line is our bottom line … ‘cause that’s where the reactions are created; that’s where the frequency is created.” –Jon Taffer

Customer Experience Tip #1552

Your returning customers like to be remembered. They are especially impressed when you recall details they’ve shared in the past; personal preferences; stories. Pro Tip: Keep great notes so that you’re not relying on your memory alone.

Customer Experience Tip #1551

Kind words are spoken or perhaps a thank-you email is received, yet the employee being spoken/written about never finds out!? Shameful. It is critical to share this type of positive feedback with those being mentioned by the customer.

Customer Experience Tip #1550

Might your voicemail greeting sound exactly like everyone else’s? Quit being so bland, obvious, and predictable and do THIS instead.