Customer Experience Tip #1161

If you’re feeling exhausted, frustrated, or just bored and unfulfilled at the end of your workday, it may be the result of way too many e-mail conversations and not enough in-person and telephone conversations. (Even the most introverted among us need a little human contact in their day.) Make a conscious effort to adjust your communication style with coworkers and customers. The effect it could have on your attitude and psyche may surprise you.

Customer Experience Tip #1160

For years, when referring to experiences that are worthy of repeat and referral organic business growth, I’ve been citing the term, “customer-centric.” What we’re really wanting to convey though is something that is broader, deeper, and (dare I say) warmer! So, in that spirit, the more powerful and more fitting term is: “human-centric.” Let’s run with it.

Customer Experience Tip #1159

Consider how you might treat a guest in your home. Now consider how that might translate into the best ways to treat a visiting customer. You might offer to take their coat, offer a selection of hot or cold beverages, make sure they are comfortable, introduce them to others, notify them of the restroom location. And when it’s time for them to leave, you might offer up any unique exit/travel instructions … and maybe even an umbrella if it’s raining.

Customer Experience Tip #1158

“It doesn’t matter what your business is, when you show respect to all, everyone notices how you make them feel. It matters.”

–Sally Strackbein, Defining Story

Customer Experience Tip #1157

Put authentically positive, upbeat, can-do energy into your voice when recording your voicemail greeting. After all, it’s often a caller’s very first impression of you. Better to make it a good one.

Customer Experience Tip #1156

When you’re really late in responding to a customer’s message or request, refrain from saying, “Better late than never.” They’ll (hopefully) think this, but we’re not allowed to say it … it sounds too much like a justification or even an excuse. Instead, apologize for the delay and leave it at that.

Customer Experience Tip #1155

The number of questions being asked on your survey is in direct correlation to the type of participants you’ll attract. In other words, when you ask 1 or 2 questions, it’s entirely possible to encourage the majority to participate. Ask 20 or more questions instead, and you’ve just skewed your results because there’s a certain type of recipient who is willing to answer that many questions. Meanwhile you’ll leave – at least some – recipients feeling annoyed by your request. It’s generally better to ask the right questions of many, than to ask too many questions of far fewer.

Customer Experience Tip #1154

It’s great to share individual and/or group photos of your team – it warms up and humanizes your brand. It’s not so great if those photos don’t convey a spirit of positivity and engagement. Take another look at your photo(s) and ask, “Would I feel compelled to do business with that person; that team?”

Customer Experience Tip #1153

“Your customers will evaluate whether they can trust you based on your reliability, openness, competence and compassion.”

–Karen Mishra, Entrepreneur.com

Customer Experience Tip #1152

Are you trying to choose between calling or e-mailing that customer with a unique challenge? You can (and often should) do both. Make the call, help that customer resolve their issue, then follow it all up with a summary via e-mail. It’s not a big investment of time but your competitors aren’t willing to do this … which gives you the edge that your customers desire and appreciate.