Customer Experience Tip #1051

No sense in harboring bitter feelings towards an upset customer. That’s not serving them or you. Instead, ask yourself what you could have done better; differently. Everything is a learning experience … but only when you allow it to be.

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Customer Experience Tip #1050

While e-mail comes with its inherent challenges as a communication tool, it can serve you well as a time buffer allowing you to gather your thoughts. Before you react to a message hastily, take a breath, take a walk, bounce an idea off of a coworker. You might just tend to respond … rather than react.

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Customer Experience Tip #1049

“The First Step in Creating the Ultimate Customer Experience is to Understand What the Customers Actually Experience.”

–The International Customer Service Institute

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Customer Experience Tip #1048

As a customer yourself, have you ever dealt with an employee who acted indifferently; uninterested; disengaged? Indifference is a customer experience killer. If you’re in a customer-facing position, you cannot be that person. If you’re a leader of people, you mustn’t employ that person.

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Customer Experience Tip #1047

When you or your company drops the ball and it’s an anomaly, you might find yourself feeling compelled to tell the customer exactly that. It usually sounds something like, “This has never happened before.” Don’t say that. It only makes the customer feel worse; alone in their pain; incredibly unlucky. Instead, you might say, “While we’re all human and mistakes may occur, these kinds of things don’t typically happen around here and we’re prepared to make it right.”

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Customer Experience Tip #1046

You are being “sized up” and pre-judged by your prospective customers and you don’t even know it. It’s happening by way of your voicemail greeting. People are hearing your voice — often for the very first time — as a recorded message over the phone and deciding whether you are likable, trustworthy, engaged, professional, friendly, and worth the investment of their time and money. Now, go ahead and call yourself with those ears.

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Customer Experience Tip #1045

If you’re formally collecting customer feedback (and you should be), it is critical that you close the loop.

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Customer Experience Tip #1044

“When the service experience doesn’t deliver on even the most basic expectations of the customer, then an apology is most likely expected by the customer. A businesses’ apology means to the customer that the business confirms that it does consider the customer’s business more important than it just manifested through the last service incident and that the treatment was in error and not intended. ‘What you just experienced wasn’t in line with the way we see you. You’re still extremely important to us’.”

–CX Group

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Customer Experience Tip #1043

Do your customers feel that your company builds in too many steps; allows for an antiquated process? The more thoughtful and simple your process, the more likely your customers will find it easy to do business with you. And the easier you make it, the more likely they’ll return and refer others.

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Customer Experience Tip #1042

You might have a stellar product(s) but your customers are also craving a stellar experience. You are likely intentional about your product(s), but are you bringing that same intentionality to the whole customer experience?

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