Customer Experience Tip #1489

Customer apologies are not a sign of weakness. On the contrary, it takes a strong person to offer up a genuine apology. Apologies are rare because the strength and willingness to take responsibility is rare.

Customer Experience Tip #1488

Your prospects and customers – whether they realize it or not – are more interested a great experience than a great transaction. Transactions are for toll booths.

Customer Experience Tip #1487

Take a look at your company’s core values. If you haven’t formally declared a commitment to remarkable customer experiences, then you shouldn’t be surprised when seeing inconsistencies and/or a lack of genuine customer focus.

Customer Experience Tip #1486

“Just make sure that when you do what you do … you give people eye contact, ‘cause people want to be seen. Make sure you smile, ‘cause people want to know you’re happy to see them.” –Danny Meyer, Setting the Table

Customer Experience Tip #1485

When you’re in plain view of customers, they are interested and listening to your conversations with coworkers and they are watching your body language. When it comes to your energy and attitude, people pick up on way more than you might believe they do … even from a distance.

Customer Experience Tip #1484

If you wouldn’t label that manager as “Customer-focused,” then don’t expect his/her team to be customer-focused; mindful of (and attentive to) the customer experience.

Customer Experience Tip #1483

Sweat the small stuff. When it comes to the details, your customers (and prospects) certainly don’t want you to miss anything. Do their critical thinking FOR them. They shouldn’t have to go behind everything you do because you’ve demonstrated that you can’t be trusted to remember their preferences; the details. Be the trusted expert. Sweat the small stuff.

Customer Experience Tip #1482

Is there an element of your customers’ experience that’s very outdated; archaic; “SO 1995?” You might laugh it off, but your prospects and clients often see it as a mark against you … even a barrier to entry. It’s time to innovate … or at least catch up.

Customer Experience Tip #1481

“Don’t deny that the customer/patient/student has a problem. If they think they have a problem, they have a problem. It might be that your job is to help them see (over time) that the thing that’s bothering them isn’t actually a problem, but denying the problem doesn’t de-escalate it.” –Seth Godin

Customer Experience Tip #1480

The better your questions, the better your intel. The better your intel, the better equipped you’ll be to tailor experiences to each individual.