Customer Experience Tip #1011

When leaving a voicemail message for someone, do it with a little enthusiasm in your voice and a smile on your face. The person on the other end will feel more compelled to your return your call if they believe you’re a happy person who is passionate about (or at least engaged in) their job.

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Customer Experience Tip #1010

Most people love talking about their kids. Are you taking a genuine interest and asking your customers about their children? You might ask what they’re into; what they get excited about; what the parent is most proud of … or simply ask their age(s). Just express genuine interest when you do.

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Customer Experience Tip #1009

“As customer service and customer experience become key differentiators for brands and organizations across all industries around the world, it has never been more important to know as much as you can about their preferences and expectations for service and engagement.”

–Bill Patterson General Manager of Service Engagement, Microsoft

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Customer Experience Tip #1008

When dealing with a frugal customer, acknowledge their frugality. Instead of judging their intentions or behavior, simply demonstrate a sense of partnership in their quest to experience value.

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Customer Experience Tip #1007

Nothing says, “I’m not fully present for this phone customer phone call” quite like the sound of a clicking mouse or the tapping of keyboard keys. Unless you’re doing something FOR that person (and they’re made fully aware of that), turn off the screen and give that customer, client, or prospect your undivided attention.

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Customer Experience Tip #1006

No need to wait for a birthday or special holiday. When you come across something you know a favorite client would love receiving, go ahead and surprise them with it … just because.

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Customer Experience Tip #1005

How frictionless is your customer experience? Will they easily find a parking spot if they decide to visit … or get frustrated as they drive around in circles? Will the lack of free shipping compel them to shop your competition? Will they hang up halfway through your company’s brilliant and original statement, “Please listen closely as our menu options have changed?” Choose to make the process of being your customer an effortless one; one without friction.

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Customer Experience Tip #1004

“We strive to take the human emotion out of business, but in my view it is human emotion that makes business and each one of us the people we are.”

–Frank Eliason, Sprinklr

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Customer Experience Tip #1003

How available would your prospects and customers say you are? Can they reach you on the phone when they need something? Can they expect a same-day return e-mail? Are you willing to take a face-to-face meeting if that’s what they really need? What do customers expect? They expect you — or at least someone on your team — to be readily available.

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Customer Experience Tip #1002

Instead of saying, “Hold on” to that caller — which can sound curt — ask, “May I put you on hold for a moment while I locate your party?” AND wait for the yes.

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