Impeccable Rapport

Customer Experience Tip #1181

Refrain from discussing politics with your prospects, customers, and clients. It’s better not to go there.

Impeccable Hiring

Customer Experience Tip #1180

Here’s a very telling interview question: “When communicating with customers, do you prefer the telephone or e-mail?” (Your job candidate should acknowledge the better tool for each general circumstance.)

Impeccable E-mailing

Customer Experience Tip #1179

Not only should your website be mobile-friendly, so too should your e-newsletters. There aren’t many things that will send your customers away quicker than a hard-to-read message on their 5-inch pocket screen.

Impeccable Approach

Customer Experience Tip #1178

“Ultimately, the job of a customer service team is to carry out the company’s vision and overcome customer challenges before it’s too late.” –Christine James

Impeccable Empowerment

Customer Experience Tip #1177

Every team member should feel empowered to make a customer’s day … even if that means spending a few bucks to create that WOW experience that might just get that customer talking about your firm and sharing their memorable story with others.

Impeccable Attention

Customer Experience Tip #1176

Only 2% of humans can actually multitask effectively. Even if you believe you’re more gifted than the other 98% of us, it’s better to give that customer your undivided attention. Make them feel that they’re the most important thing in that moment of engagement.

Impeccable Differentiator

Customer Experience Tip #1175

Want to know what really matters, what stands out, and specifically what it is about you that makes a memorable impact for your customers? It may be as simple as asking returning customers, “What’s the primary reason you chose to return to me and my company?”

Impeccable Gifting

Customer Experience Tip #1174

Ever send gifts to your clients? Client gifts should be about them and not about you and your company. Trust that – if it’s thoughtful enough, personalized, and maybe even delivered in a unique way – they will remember that it came from you … without you having to necessarily slap your logo on it.

Impeccable Engagement

Customer Experience Tip #1173

“Leading companies understand that they are in the customer-experience business, and they understand that how an organization delivers for customers is beginning to be as important as what it delivers.” –McKinsey & Company

Impeccable Guidance

Customer Experience Tip #1172

Set crystal clear expectations with your customers. Paint a specific picture of next steps along with the anticipated timeline. Then be sure to manage those expectations along the way (after all, they won’t remember it all the way you do). Surprises make customers anxious. Clear guidance, expectation-setting, and gentle reminders put them at ease.