Customer Experience Tip #1649

“Often, it’s not a single performance issue that causes clients to go elsewhere; it’s an overriding feeling about the quality of care.” –Howard J. Wolff

Customer Experience Tip #1648

If you cannot be a “cheerleader” for your company then maybe you’re working for the wrong company. When you get with the right company — one that you can be proud of and promote — everybody wins: the company, its customers … and YOU! #SquarePegRoundHole #FindYourHome

Customer Experience Tip #1647

“Dear VIOLET” [you must not be all that “dear” to me, seeing as my salutation makes this communication look like a (cold) templated form letter that’s likely reaching you … and thousands of others] Templated messages don’t have to look like … templated messages. Stop using ALL CAPS – or all lower case, for that matter – when inputting customer names in your database. #LittleThingBigThing #DetailsMatter

Customer Experience Tip #1646

“Use your prospect’s name, but … Don’t overdo it. Using their name near the beginning and near the end signals that you are not merely reading from a generic script. Use it too many times and you won’t come across as genuine.”

–Bill Cates, The Referral Coach

Customer Experience Tip #1645

Scripting (prepared word tracks to foster customer engagement) can be useful as long as you remember these critical points: 1) practice until you feel you’ve made those words your own; feel natural (they cannot sound scripted); 2) one size does not fit all (if you’re following a script or word track, it must be tailored to each customer’s style); 3) be customer-centric (you’re speaking with another human being — most importantly, appreciate the opportunity at hand, acknowledge the human being engaging with you, be kind, be respectful, and put their best interests before your own agenda).

Customer Experience Tip #1644

Your words imply something to each prospect and customer. Your words paint a picture, they tell people who you are and how you see the world … even how you see them. These words can work to portray you as being egocentric … or customer-centric. Choose your words wisely.

Customer Experience Tip #1643

“Culture is a magnet — it attracts and repels simultaneously.” –Adam Robinson, CEO of Hireology

Customer Experience Tip #1642

In your away message (auto-responder), you can be short and to the point (“I am out of the office and will be returning on Wednesday.”) or you can warm it up with a little detail. And that little detail matters — Saying “I will be enjoying the four-day weekend,“ isn’t as warm (and humanizing) as saying “We will be taking our little ones to an ice show and visiting with cousins. I hope you will be doing something fun as well! I return to the office on Wednesday and look forward to connecting with you then.“

Customer Experience Tip #1641

If your client has already introduced him/herself by using their first name, there is no need for you to then use the terms “sir” or “ma’am.” By doing so, you are abandoning a very basic rapport-building nuance that was just given to you BY the client. #USEtheirName

Customer Experience Tip #1640

Your e-mail messages (and especially your website) CANNOT contain any typos. In your customers’ perception, the way you do the “little things” is a sign of how you might do the “big things.” #NoExcuseForTypos #Professional #ReadTwicePublishOnce