Customer Experience Tip #1669

Be the type of person — and design the type of experience — that leaves people feeling that it would be unwise to ever even consider one of your competitors.

Customer Experience Tip #1668

“If you cannot see sharing a 5-hour car ride together, perhaps you shouldn’t be hiring that candidate.” –Adam Shampaine, CEO of Homefix Custom Remodeling

Customer Experience Tip #1667

Remember that when a customer chooses to move forward with you and your company, that’s a gift. They have choices. They chose you. Act accordingly.

Customer Experience Tip #1666

When you find a customer word track that just works consistently, formalize it as a script and repeat the process … without sounding scripted.

Customer Experience Tip #1665

E-mail is great for certain things and not others. You must know when it’s time to simply pick up the phone and have a conversation with that customer.

Customer Experience Tip #1664

“The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.” –John Russell, Harley Davidson

Customer Experience Tip #1663

Nobody likes a “one-upper” or a “me monster.” You could use what you just heard that customer say in order to share your own story … or you could continue to ask thoughtful questions and remain curious about the other person. Which approach do you believe works best for building rapport? Be a great listener.

Customer Experience Tip #1662

That customer has a deep desire to feel heard. Hear them out … without interruption.

Customer Experience Tip #1661

Speak kindly of prospects and customers. Your employees and your peers are being influenced by you.

Customer Experience Tip #1660

Your customer doesn’t know how to BE your customer. Your customer doesn’t know HOW to anticipate their own needs AS a customer. Anticipating their needs is one of your most important jobs. #CustomersDontGoToCustomerSchool