Customer Experience Tip #1111

When you mistrust your customers, you’re creating an “Us vs. Them” environment with policies and behaviors that follow closely behind — none of which are customer centric. Trust begets trust.

Customer Experience Tip #1110

If the way in which you regularly treat your customers and clients wouldn’t make your mom and dad proud of you, then it’s time to make some serious changes to your approach.

Customer Experience Tip #1109

“[You can use customer service] to create a significant competitive advantage by engaging with customers in a way that others can’t or won’t.”

–Seth Godin, Bestselling Author

Customer Experience Tip #1108

What do your customers really want? They want to feel smart, important, and valued. Explore various ways to leave them feeling this way and you’ll be working to create the rapport and loyalty you seek.

Customer Experience Tip #1107

Find out what your favorite customers are into (hobbies, teams, favorite destinations, special affiliations, etc.) and design your gift giving around that.

Customer Experience Tip #1106

As all of your competitors hide behind e-mail communication with their customers, you can (and should) be the one who picks up the phone and has a good ol’ fashioned conversation … assuming your customer is into that sort of thing.

Customer Experience Tip #1105

One size does not fit all. You cannot expect to form a meaningful customer relationship until you’ve done enough to personalize that relationship.

Customer Experience Tip #1104

“Resolve a complaint in the customer’s favor and they will do business with you again 70% of the time.”

–Lee Resources

Customer Experience Tip #1103

Sometimes your customer needs to hear you say, “I’m sorry. You’re right.” before they can move on and let it go. There is great power in those four words. Give it a try and see for yourself.

Customer Experience Tip #1102

When you’re shocked at how poorly a customer rated their experience … especially when you delivered the outcome they were seeking, know this: Sometimes their frustration isn’t tied to the outcome, but the arduous journey they were made to endure.