Engineering the Customer Experience
We’re all born with the innate fear of loud noises. Will your customers or clients experience any loud noises while attempting to do business with you?
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Be sure that your chosen technology is helping to *build* customer and client relationships … not erode them.
“The more elaborate our means of communication, the less we communicate.” -Joseph Priestley (1733 – 1804)
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If you find yourself saying to your clients and prospects, “We take you from where you are to where you want to be,” you may want to consider replacing that with an alternate message, slogan or promise — that one has become cliche; trite.
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Recognize that most people simply vote with their feet … and you never find out where you went wrong; why they “walked out on you.”
Create an open system for feedback (provide the option of anonymity) and thank them genuinely when they take the time to “coach” you on your customer service culture.
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When recording your voicemail greeting, imagine there’s a human being on the other end (whom you really like).
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The magic feeling (end result) in providing impeccable client service is to ensure that every client feels “Taken care of.”
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Providing your customers and clients with a remarkable experience is the ultimate way to show your respect – and gratitude – for their support. It costs you little or nothing, but it can yield immeasurable benefits.
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The 5 words that are on every customer’s mind yet almost never spoken are, “Do you care about me?”
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Always “have the last word” in your e-mail communications.
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“You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.” -Jerry Fritz
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