Customer Experience Tip #1211

People like … people like themselves. So, unless you’re prepared to (perhaps inadvertently) offend a number of clients and customers, keep your political affiliations and observations to yourself.

Customer Experience Tip #1210

Successful people talk about ideas. Unsuccessful people talk about other people. Every minute you spend gossiping about a “crazy” customer (or coworker) is a minute that could be invested in something more productive and fruitful. Take the high road. Let go of the drama and you’ll become happier (and more successful) in your career and in life.

Customer Experience Tip #1209

“There are many who subscribe to the convention that service is a business cost, but our data demonstrates that superior service is an investment that can help drive business growth. Investing in quality talent, and ensuring they have the skills, training and tools that enable them to empathize and actively listen to customers are central to providing consistently excellent service experiences.

–Jim Bush, American Express

Customer Experience Tip #1208

It’s simple: Always do the right thing for your customers and clients. They’ll do more than appreciate you for it … they’ll remember you, they’ll be more inclined to return in the future, and they might even refer you to others.

Customer Experience Tip #1207

When a customer names one of your employees as having contributed negatively to their experience, don’t run to that employee in an emotionally charged state. Instead, take enough time to cool off and approach the situation constructively. Give that employee the benefit of the doubt and ask him/her to share their perception of that customer’s experience. There’s likely a coaching opportunity in it for the employee.

Customer Experience Tip #1206

Do you have a bio listed online (i.e., an “About” page, LinkedIn profile, a bio on customer review sites, etc.)? You may believe it’s important to list your professional accomplishments and accolades in these places, but it’s equally important to be relatable (and even interesting). So, consider including some fun facts about yourself or your company (one-liners) that will help to do just that.

Customer Experience Tip #1205

You know what they say about first impressions. Well, you may be doing a lot to ensure that your customers’ visual first impression is favorable once they arrive *in* your firm, but are you are you doing enough to ensure that your customers are experiencing your firm favorably on the approach … before they walk through your doors?

Customer Experience Tip #1204

“A smile is the only facial expression which is not easily misinterpreted.”

–Shaun Belding

Customer Experience Tip #1203

That customer’s suggestion could be something that would only address an anomaly … or that customer might just be the first one to say something that you really need to hear. Either way, their suggestions are almost always worth at least a little consideration.

Customer Experience Tip #1202

When you receive unfavorable feedback on a customer survey, you may feel inclined to defend yourself. This almost never ends well. Don’t justify, explain, prove them wrong, or defend. Instead: Listen, apologize, solve, and thank. This approach is less likely to get you in trouble and demonstrates your maturity to that customer … thus leaving the door open for future business and referrals.