Customer Experience Tip #1061

Honor and respect your customers by honoring and respecting their time. Show up early. Begin and end meetings on time. Be prepared. Be ready and willing to give them more time when they need it. Your customers will appreciate you for it and you’ll be giving them something that most others will not.

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Customer Experience Tip #1060

Are you using language with customers that demonstrates how much you trust, respect, and honor the rest of your team? When you make disparaging remarks about coworkers and/or other departments, you are serving no one. When you lift each other up in the way you speak of them, you are serving everyone.

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Customer Experience Tip #1059

“According to Forrester Research, by 2017, 60% of all retail transactions will involve an online interaction at some point along the customer journey. And if these numbers hold true, companies will need to move swiftly to ensure their online experience is nothing short of stellar.”

–Jonah Pransky, Amdocs

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Customer Experience Tip #1058

Don’t shoot the messenger. When a customer provides you with unfavorable feedback, consider that they are often representing a number of others who are equally as affected by a possible flaw in your system or your customer experience. In other words, that person may be sharing something with you that 50 other people would not or could not. You’ll learn nothing from becoming defensive. Instead, be open to the feedback, apologize, and be ready to make adjustments where needed.

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Customer Experience Tip #1057

Look to hire and work with people who are not stuck in their limiting beliefs about business and life. Instead, employ lifelong learners who are ready to be challenged and grow. When it comes to fostering meaningful customer relationships, an evolved and enlightened human being on your front line could be your greatest asset.

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Customer Experience Tip #1056

A bad hire will cost you more than the time, energy, and money invested in their training … it will almost always cost you customer relationships. When it comes to developing a culture of customer experience excellence, it all begins with a thoughtful hiring (and onboarding) process.

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Customer Experience Tip #1055

If you’re going to deliver your products/services on time, you must have a commitment to do that every time. If the work you produce is quality work for one customer, it must be quality work for all customers. If there’s one person on your team who knows how to WOW your customers, all team members must know how to do the same (and know why it matters so much). Inconsistency is a customer experience killer. Commit to being consistent in everything you do.

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Customer Experience Tip #1054

“Empathy is the fuel that powers every successful effort to manage and improve the customer experience, and the more genuine empathy is shown, the deeper a company’s understanding is likely to be.”

–Don Peppers  

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Customer Experience Tip #1053

Sometimes you’ll ‘bend over backwards’ for a customer only to wind up feeling underappreciated in the end. Maybe they do appreciate you and just don’t know how to show it. Maybe they were planning to send you a thank-you card or give you a call … and just never got around to it. Or maybe they are indeed unappreciative. You don’t need their approval or validation. Just know that you did the right thing for that customer … and for yourself.

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Customer Experience Tip #1052

When you notice a coworker struggling to serve a customer well, offer to jump in and help. Maybe you have an idea that could positively affect the situation. Maybe an extra set of hands is all that is needed. When it comes to a customer experience commitment, it’s all for one and one for all.

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