Customer Experience Tip #1201

Take a look at that old form or document you’ve been presenting to your customers for as long as you can remember. Is it still entirely relevant? Is it customer-centric? Is it even necessary? Be careful not to fall into the “…because we’ve always done it that way.” trap.

Customer Experience Tip #1200

“56% of global consumers say they have higher expectations for customer service now than they had just one year ago. This number jumps to 68% for 18 – 34-year-olds.”

–2016 Microsoft State of Global Customer Service Report

Customer Experience Tip #1199

Stop bragging about your successes to frustrated customers. They don’t care about your latest product or service, how many customers love you, and how busy you are as a result. They care about their own experience and frustrations in this moment. And right now they need you to listen (first, and with empathetic ears) and then help to make things right for them. This is not the time to brag.

Customer Experience Tip #1198

If your customers and clients wouldn’t recognize you in person after first having seen your online headshot (professional photo), then it’s probably time to update that photo with one that’s more current and/or less touched up … you know, the real you.

Customer Experience Tip #1197

When it comes to responding/reacting to unfavorable customer feedback, defensiveness drives them away and burns bridges while openness and taking responsibility leaves that door open for future opportunities. It’s better to be kind than to be right.

Customer Experience Tip #1196

“While self-service is on the rise, demand for human-assisted service continues to be strong, especially for more complex questions.”

–Anand Subramaniam, SVP Marketing at eGain Corporation

Customer Experience Tip #1195

Your customers need a quick and easy way to connect with you, especially when there’s an issue or challenge. Be accessible, be available, be open, patient and kind … and you’ll effectively be removing any perceived risk of doing business with you.

Customer Experience Tip #1194

Sharing is caring. Before you dismiss that article, promotion, podcast … or brush that niche magazine aside, consider a customer or client for whom it might be relevant or interesting … and pass it along. Go ahead. People appreciate being thought of.

Customer Experience Tip #1193

Have you formalized your company’s values? If your written values do not include language addressing how you’d like your customers to be treated then you shouldn’t be surprised and can’t blame your staff for winging it.

Customer Experience Tip #1192

Sometimes, that customer just needs you to lend an ear. You may be the only person in their life who demonstrates a genuine interest in what they have to share. There’s great power in being a great listener for people. Hear them out.