Customer Experience Tip #1001

Because you do what you do each and every workday, observing customer behaviors, you have the ability to anticipate the needs of your customers. You’ve seen “it” a thousand times before. But are you acting upon what you know and WOWing them by anticipating those needs? Remember, your customers didn’t attend customer school. You have a unique opportunity to demonstrate that you know your customers … perhaps better than they know themselves.

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Customer Experience Tip #1000

Imagine if everyone on your team had the goal of being “Day-makers” for your customers. Imagine if your staff regularly brainstormed on how to be a hero to those doing business with you. Now imagine how much loyalty that type of behavior and subsequent culture could create amongst customers … and employees alike.

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Customer Experience Tip #999

“Customer experience is where process meets design and art. It is about creativity and innovation put into a system that allows you to build unique and memorable moments that people crave, and compels them to need to enjoy again. You have to be an artist to build an incredible Customer experience.”

–John DiJulius, Bestselling Author

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Customer Experience Tip #998

It’s your people help to make up your company; your brand; your image; your reputation; your culture. They’re the ones who deliver the customer experience. More reason to follow the wise advice of hiring slow (and firing fast).

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Customer Experience Tip #997

You certainly don’t have to be the receptionist to make visitors feel welcome in your firm. If you’re in close proximity to a visitor, turn towards them, make eye contact, smile, and ask if they’ve been helped. Your customers (just like you and I) would rather be acknowledged and even “over greeted” than be ignored; made to feel invisible.

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Customer Experience Tip #996

Instead of saying, “No problem,” try saying, “You got it,” “Sure thing,” “My pleasure,” or something else that moves away from problems and instead implies your can-do attitude and approach.

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Customer Experience Tip #995

Root for your customers and let them know you’re doing so. They should never be made to feel that it’s them on one side and you on the other. Instead, your customers should sense that you’re alongside them for the journey.

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Customer Experience Tip #994

“When people go to work they shouldn’t have to leave their hearts at home.”

–Betty Bender

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Customer Experience Tip #993

Whether verbalized or implied, “That’s not my job” is never an acceptable stance. See what you can do to help. If an issue requires escalation, see it through and circle back with that customer. Transferring them to another party and hoping for the best just isn’t enough.

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Customer Experience Tip #992

Let go of the one-size-fits-all pre-populated closing line (i.e., Thank you, Warmly, Regards, Sincerely, etc.), and switch to the best fit for each situation instead. It’s a 5-second (worthwhile) investment that demonstrates personalization to that recipient.

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