Customer Experience Tip #1320

When things go sideways for your customer, being met with indifference or an unapologetic response from someone on your team only adds fuel to the fire. Someone needs to express empathy and own the problem. If this does not occur, the customer isn’t likely to fully let it go — and this means their likelihood of returning and/or referring is very slim.

Customer Experience Tip #1319

Before making that client phone call, consider what might be going on in their world. Is this a good time of day, based on what you know about their work/home schedule? Is there an important life event you might ask about? Is there some important family news you might inquire about? Put yourself in their shoes before jumping immediately into your own needs related to the call.

Customer Experience Tip #1318

Always test out your web links before going “live” — those in your e-mail signature, on your web site, in your e-mail campaigns, etc. You should be catching bad links proactively instead of having to hear about it from your customers.

Customer Experience Tip #1317

When a client is upset, give them enough time to cool off but not so much time that you allow things to fester. Every situation is unique and you must find balance in your timing.

Customer Experience Tip #1316

“There is no better crystal ball to see your company’s future than your happiest customers. And if you can leverage your champion customers properly, it opens up a world of growth for your company.” –Christine James

Customer Experience Tip #1315

Sincere apologies are critical in recovering from a negative experience. Try this next time:

“I am embarrassed and I am terribly sorry you had to experience that. I have let you down and I take full responsibility. If I were in your shoes, I’d likely feel the same way.”

Customer Experience Tip #1314

You have customers who believe they know exactly how you should be running your business. Don’t be so quick to judge. Instead, lend an ear to that. Hear them out. The need to feel heard. They need to feel smart, important, and valued. And who knows, they might actually be onto something with their idea(s).

Customer Experience Tip #1313

“Empathy is the hard part. The rest is mechanics. We’re not wired to walk in someone else’s shoes, it’s not our first instinct. Showing up with empathy is difficult, hard to outsource and will wear you out. But it’s precisely what we need from you.”

–Seth Godin

Customer Experience Tip #1312

Critical thinking in your arena — while it likely comes naturally to you — feels like WORK to your customer. Do as much of the critical thinking as possible FOR your customers. You’ll be making their lives easier and less stressful, and for that you’ll be rewarded with their loyalty and their referrals.

Customer Experience Tip #1311

“I’ve just been super busy!” is not an acceptable nor customer-centric excuse for a delayed response to a phone call or e-mail. Things happen. We get it. Apologize sincerely, and leave out the lame catch-all excuses.