Customer Experience Tip #1071

The next time you meet with your team, ask everyone to weigh in on the question, “Why should our customers remain loyal to us?” You’ll either affirm why their loyalty is deserved or you may discover that you’re not currently doing enough to earn it.

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Customer Experience Tip #1070

You can either affect your online reputation or be at the affect of it. Simply invite your most loyal customers to write a quick review (and make it easy by giving them the direct link to do so). Never be afraid to ask. They are — after all — your raving fans.

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Customer Experience Tip #1069

“Away” voicemail greetings are great, as long as you: 1) mention what day/date you’ll be returning, 2) offer an alternate contact person (or method) in your absence, 3) turn off the “away” greeting as soon as you return, so that its message/dates are not … outdated.

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Customer Experience Tip #1068

Ready to hit Send? Not so fast. Always give it a once-over for grammar and spelling (of course) but also check to make sure it conveys kindness. There’s often a very fine line in the eyes of your reader. This 20- to 90-second investment matters greatly when it comes to e-mail communication.

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Customer Experience Tip #1067

“If you are taking your customers for granted, feeling overly confident that service doesn’t matter, or are charging nuisance fees at the expense of customer loyalty, then you might be hurting your long-term position.”

–Ian Altman, Forbes Contributor and Bestselling Author

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Customer Experience Tip #1066

Give your customers the time they feel they need and deserve. Don’t rush them through your process and don’t tie them up by taking too long either. Some prefer speedy while others tend to want to take it slow. Be mindful of honoring your customer’s preferred duration and pace of engagement.

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Customer Experience Tip #1065

Deliver service in such a way that your customers feel that you genuinely care about the experience they receive. This doesn’t happen though a script. Instead, it’s accomplished by … genuinely caring and letting that show through your words, your voice tone, and your body language. This cannot be faked.

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Customer Experience Tip #1064

Be thoughtful with the questions you ask your clients. Know — in advance of the call or visit — what you’ll be asking. The content (and tone) of your questions demonstrate your preparedness, your genuine curiosity, and your sensitivity to their situation.

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Customer Experience Tip #1063

When driving away from a client meeting, turn off the radio so that you can be with your thoughts. Reflect on what you said and what you heard. As a result, insights or fresh new supportive ideas will be better able to make their way in. Allow and accept the silence.

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Customer Experience Tip #1062

Don’t “shortchange” your customers. As you are going through the motions of any customer interaction, simply ask yourself, “Am I being as helpful as I could possibly be right now?”

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