Customer Experience Tip #1171

Be sure that your e-mail “Display Name” (what appears in the “From” line of the recipient’s inbox) is descriptive enough that the recipient (the customer) will immediately recognize you as a safe sender. Otherwise, you’ll be competing – even more than usual – for their attention and have your message be at risk of avoidance or deletion.

Customer Experience Tip #1170

Don’t make your customers repeat themselves. I repeat: Don’t make your customers repeat themselves. Listen well, take good notes, and share those notes with your team when it makes sense to do so (Hint: it often makes sense to do so.)

Customer Experience Tip #1169

So, what’s the point of engineering your customer experience? Ultimately, it’s about doing your part to create happy customers. Why? Because those happy customers come back and — if you’re really thoughtful and deliberate about the experience — they might just refer their friends.

Customer Experience Tip #1168

“You can’t hire people and then engage them. You have to hire engaged people and MAINTAIN their motivation.”

–Michel Falcon

Customer Experience Tip #1167

When a customer comes to you with an emotionally-charged concern, you can NEVER meet them with indifference. Instead, follow these steps: Hear them out. Begin with an apology for their experience (regardless of fault). Solve their problem and thank them for bringing it to your attention. If you cannot let go of blame and execute on these simple steps, there’s a very good chance you’re not cut out to be on the front line.

Customer Experience Tip #1166

It’s okay to have a little fun with (most of) your customers. Lighten up. They want to deal with a professional, but they generally like to see your light-hearted human side too.

Customer Experience Tip #1165

Do you have referral partners? If so, why not gift their reception desk with a bowl of candy during the weeks leading up to Halloween? You might even visit (show your face) regularly to keep that bowl stocked and/or provide the receptionist with backup candy. This is just the type of remarkable investment that could keep you top-of-mind and generate even more referrals.

Customer Experience Tip #1164

Isn’t it frustrating when the master is unwilling to patiently guide the novice? Sometimes what that customer really needs is some “handholding.” Give them something most others won’t (hint: handholding) and they’ll likely become loyal as a result.

Customer Experience Tip #1163

“In an era when companies see online support as a way to shield themselves from ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: building human-centric customer service through great people and clever technology. So, get to know your customers. Humanize them. Humanize yourself. It’s worth it.”

–Kristin Smaby, “Being Human is Good Business”

Customer Experience Tip #1162

Take the time (even extra time) to listen.