Customer Experience Tip #1419

How often are you inviting your team to discuss their own experiences as customers? Using this as a regular conversation starter is one sure-fire way to keep the topic of customer experience inside of everyone’s awareness.

Customer Experience Tip #1418

“A friend was describing a clerk he had recently dealt with.

‘She was competent, of course, but she couldn’t engage very well with the customer who just came in.’

Then, of course, she wasn’t competent, was she?

It doesn’t take a genius to see that competence is no longer about our ability to press certain buttons in a certain sequence. Far more often, competence involves the humanity required to connect with other people, in real time.

It requires emotional labor, not merely compliance.” –Seth Godin

Customer Experience Tip #1417

Take a look at your website. Does it clearly communicate the value you might bring to your clients/customers; the problems you might be able to solve for them … or is it only being used to express how amazing and accomplished you are?

Customer Experience Tip #1416

You may mean well, but simply saying, “We should catch up soon!” or “Let’s grab lunch sometime!” can feel like an empty offer to the client. Instead, come prepared with possible dates and times so that you’re actually offering (right then) to make it happen.

Customer Experience Tip #1415

When you’re with a customer/client, be WITH them. Forget about what happened an hour ago or what you have to do later today. Turn off your computer monitors and hide your smartphone. Remove all of the mental and physical distractions and just BE with that person. People can feel your presence … or lack thereof.

Customer Experience Tip #1414

If you have a standard electronic message used with customers that is often seen as cumbersome or confusing, consider creating a video message to accompany it. This way, you’ll be offering an engaging alternative for those who prefer “movies” over “books.” That said, nothing beats a two-way conversation.

Customer Experience Tip #1413

Are you grateful for your customers and clients. Do they know that? Are you sure?

Customer Experience Tip #1412

As we approach the holiday season, we tend to encounter all kinds of customers who are experiencing all kinds of emotions. Some are anxious, some are sad, some are frantic, some are joyous … and some will appear more kind than usual. You’ll find yourself connecting quickly with those experiencing the same emotions as you. It’s up to you to be flexible and patient enough to engage with all the rest, too. After all, you never know what might be going on in their world.

Customer Experience Tip #1411

Be extremely mindful of whom you are choosing to stand on the “front line” and represent your company. Remember, to the customer, that front-line person often IS the company

Customer Experience Tip #1410

“The Web has helped usher in a shift from an organization-centric universe to a customer-centric one.” –Gerry McGovern