Customer Experience Tip #1141

If you’re always on the lookout for customers who are (inadvertently) breaking your rules, then you have too many rules.

Customer Experience Tip #1140

If you’re looking for a surefire way to send customers to negatively rate and review your company on the Internet, just be indifferent towards them. Indifference is a customer experience killer. The world lacks empathy. Your customers desire empathy.

Customer Experience Tip #1139

Even if you can finish your customer’s sentence (because you’ve heard it 1000 times before), resist the urge and let them speak. People need to feel heard, not interrupted and NOT that they’re assumed to be just like everyone else before them.

Customer Experience Tip #1138

“When it comes to service, companies create loyal customers primarily by helping them solve their problems quickly and easily. Armed with this understanding, we can fundamentally change the emphasis of customer service interactions.”

–Matthew Dixon, Karen Freeman, Nicholas Toman at Harvard Business Review

Customer Experience Tip #1137

Even paying attention to a few customer experience details in an effort to better their comfort level can go a long long way. Your customers will remember you for it.

Customer Experience Tip #1136

If you’re only turning on the niceness when it’s time to present your customer with their invoice, you’ve gone about it all wrong and they will see right through the “act.”

Customer Experience Tip #1135

Whenever possible, provide your customer with a useful tip or two throughout their journey. People appreciate a little inside knowledge and shared wisdom … and they’ll remember you for that.

Customer Experience Tip #1134

“E-mail is great for information exchange but not for much more than that. Trying to persuade someone, explain yourself, or sell via e-mail is risky. Pick up the phone instead.”

–Lowell Nerenberg

Customer Experience Tip #1133

You may be at odds with a team member, but you can never let the customer experience suffer as a result. Keep your eye on what’s important and work to resolve those interpersonal challenges for the sake of your customers … and for your own well being.

Customer Experience Tip #1132

Host an annual party or event (something that’s memorable for being different) for your favorite customers & clients. Do this in the spirit of appreciation, but don’t be surprised when they end up meeting each other, talking about the value you bring them, and likely strengthening your level of referability.