Customer Experience Tip #1231

When you look at the specific comments your customers are making about their experience of working with you, whether good or bad, you’ll notice those comments will typically fall into one or more of the following 4 categories: Accuracy (attention to detail), availability (responsiveness), partnership (hand-holding/anticipating needs), or advice & learning (patiently and generously sharing your expertise). Focus on these four things, and you’ll likely meet or exceed the expectations of your customers.

Customer Experience Tip #1230

Struggling to understand your customer’s e-mail messages? Or worse, are they struggling to understand you? Pick up the phone and have a conversation with that customer. You’ll find that you’re much more likely to get “on the same page,” save time … and save face.

Customer Experience Tip #1229

Don’t go so hi-tech that you end up sacrificing hi-touch. Instead leverage hi-tech to promote and foster hi-touch.

Customer Experience Tip #1228

Drive courteously. Not only because it’s the right thing to do, but because you never know when a client or prospect might be sharing the road with you. Wouldn’t that be embarrassing?!

Customer Experience Tip #1227

“When done right, self-service is a great option to offer customers. When done to merely cut costs, or when done with a poor understanding of the user, it’s mostly annoying.”

–Seth Godin

Customer Experience Tip #1226

Stop saying, “I’m just trying to help you.” If you feel compelled to say it, they cannot feel it. Besides, it sounds defensive (yes, even if you say it calmly). Defensiveness and helpfulness cannot live in the same space of an interaction. Instead, hear them out, demonstrate empathy, solve their problem, and thank them for bringing it to your attention.

Customer Experience Tip #1225

Few things communicate openness and approachability like a genuine smile. And few smiles look genuine unless the eyes are smiling too. Give it a try … you know you want to 😉

Customer Experience Tip #1224

When clients visit your office, remember to treat them like honored guests in your home by doing things and offering things that will surely make them feel welcomed; taken care of; as if you’ve thought of everything.

Customer Experience Tip #1223

“Executives know that the customer experience has become a competitive differentiator. Making better investments, identifying and resolving problems earlier, and driving customer centricity all make sense for your business.” –Satmetrix

Customer Experience Tip #1222

When there’s a lot of details to cover with a client, begin with a scheduled phone call or in-person meeting and then follow it up with an e-mail summary of what was discussed. This approach is sure to allow for the greatest level of understanding, while also providing a record of those details.