Customer Experience Tip #1400

“[…customers] are also willing to invest their time when they believe doing so may improve the outcomes they experience.”

–Bob London, Chief Listening Officers

Customer Experience Tip #1399

Your customer might not even open that e-mail — let alone read it — if the subject line isn’t both relevant and compelling. Spend a little time imagining what might compel that customer or prospect to read your message. You spend your business life in your own shoes. Jump into theirs for a moment.

Customer Experience Tip #1398

In all that you do, honor and live your brand promise; your slogan; your mission statement; your tagline; your core values …your word. It’s attractive and delightful to clients when you do. It’s terribly disappointing and off-putting when you don’t.

Customer Experience Tip #1397

Looking at your phone while with a client, or while a customer is approaching? Stop. Don’t do that. You’re never not on stage. That client or customer is the most important person in that moment and should be made to feel that way.

Customer Experience Tip #1396

As long as your mouth is moving, you’re not learning anything new about your prospect or customer. Ask thoughtful questions, really listen to their answers … then repeat. You’ll be learning (from them) how to personalize their experience while also demonstrating genuine curiosity followed by active listening. Most people are terrible at this.

Customer Experience Tip #1395

“If you’re not managing your online reputation, your unhappy customers will do it for you.”

–SocialSurvey

Customer Experience Tip #1394

Let your amazing customer experience BE your competitive advantage. It’s one of very few things remaining in today’s marketplace that cannot be easily copied.

Customer Experience Tip #1393

With their permission, find a way to highlight your very best customers and clients. For example: if you owned a restaurant you could name of or more of your menu items after those regulars who regularly order those items? If you create art or anything visual, then fill your product brochures with the very things you’ve created for your best customers … and tell those stories. This way, not only will your best customers feel special and acknowledged, they might just wind up showing off that “menu” and that “brochure” to everyone they know.

Customer Experience Tip #1392

In cannot be overstated: be a great listener for your prospects, customers, and clients. Most people will tell you that they are not listened to enough in their lives, let alone within their experiences as the customer. It’s a simple, effective, and incredibly powerful skill. Perhaps THE most powerful. Just listen.

Customer Experience Tip #1391

Use real photos of team members whenever possible and appropriate. Your customers and prospects will feel more connected to you, your team, and your entire organization when they see real photos in: e-mail signatures, team introductions, company flyers, web sites, etc.