Customer Experience Tip #1151

Here are 4 signs that your recorded voicemail greeting might suck: 1) there’s no smile in your voice; 2) you didn’t record it from a landline; 3) you winged it; 4) you’re saying the same (obvious) things people were saying 30 years ago on their answering machines. (FULL ARTICLE HERE)

Customer Experience Tip #1150

I want to give my business to good people who appreciate me, appreciate my loyalty (namely my repeat business and my generous referrals) … and they show that appreciation. Don’t you? YOUR customers want that same thing. Are you and your team doing enough to show your appreciation?

Customer Experience Tip #1149

Your customers don’t ever want to experience “lip service” when it comes to customer experience. If you’re going to talk about your customer-centric focus as a company — in conversations, on your web site, in your tagline or slogan, etc. — you’d better be demonstrating this consistently enough as a team to be backing it up with your actions. Otherwise, it’s nothing more than a broken promise.

Customer Experience Tip #1148

“VoC [Voice of the Customer] assessment has become part of consumer research methodology and is used to identify customer needs, trends, behaviors, and patterns. What’s important to remember is that VoC research is designed to address the customer experience BEFORE there is physical interaction with the product or brand.”

–Walter Good, PinPoint Research

Customer Experience Tip #1147

Customer empathy can be your team’s greatest differentiator. It requires the ability to: put yourself in their shoes; feel their pain; see what they see; demonstrate how well you know them and can sense their unique perspective.

Customer Experience Tip #1146

Teach each customer something unique about your product or service that they’d never discover without your guidance. They will remember you and appreciate you for that.

Customer Experience Tip #1145

Always speak in complete and thoughtful sentences. Responses like, “Order number?”, “Your driver’s license…”, “Last 4 of your social?”, “Next in line…”, “Mepya? (quick for: “May I help you?”), etc. are neither complete nor thoughtful and certainly don’t contribute to a positive customer experience.

Customer Experience Tip #1144

Whether you’re tied up with a visiting customer, on another phone line, or unable to find that answer to someone’s e-mail right away, have some built-in mechanism or best practice for simply acknowledging the waiting customer. A little acknowledgment goes a long way. No one ever wants to feel ignored.

Customer Experience Tip #1143

“…surprises don’t have to be a response to an event. They can be anything that makes an ordinary event memorable. Free samples with a purchase. Chocolates on the hotel room pillow. It’s easy – make them happen and make your customers happy!”

–Colin Shaw

Customer Experience Tip #1142

You might be amazing at what you do and bring great value to your customers and clients. Just be careful that you don’t let your level of expertise inflate your ego so much that your confidence turns to cockiness.