Customer Experience Tip #991

It’s sometimes acceptable to give ranges — early on — when discussing timing or pricing. But as soon as you reach that point of knowing more, anticipate their desire to know more by narrowing that range for the customer (remembering to under promise and over deliver).

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Customer Experience Tip #990

Before adopting that next hi-tech thing, look at how it might affect your customer experience. If it’s not enhancing or complementing their experience, it may not be the right move.

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Customer Experience Tip #989

“The customer experience, as perceived by consumers, is ultimately about the value they receive. Such value is the net summation of all interactions across the consumer lifecycle.”

–Brian Kotlyar, Sprnklr

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Customer Experience Tip #988

We talk a lot about under promising and over delivering. Even when a customer says, “No rush,” don’t let that serve as permission to back-burner the request. That’s what everyone does. (That’s what your competition is doing.) Instead, make it a priority and get it to them quickly.

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Customer Experience Tip #987

You can disagree without being disagreeable. Instead of saying, “I think you’re wrong,” consider saying, “While I see your point, one could argue that…”

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Customer Experience Tip #986

There is a sea of information out there for your prospects and clients. Researching your industry, your product, or your service(s) can feel overwhelming to them. If you can be the one to curate it all for them (distilling large quantities of information into a handful of valuable nuggets), you’ll be placing yourself well ahead of your competition.

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Customer Experience Tip #985

It’s great to be confident in what you do for your customers and clients. It’s not okay to allow that confidence to escalate into cockiness. People are attracted to confidence, but most find cockiness to be off-putting. You can be confident without appearing to be cocky or arrogant.

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Customer Experience Tip #984

“What happens ‘backstage’ will end up ‘on-stage.’ If we aren’t friendly with each other … smiling and saying ‘good morning’ and things like that, then we’ll have a similar attitude toward our guests.”

–Van Arsdale France, Founder and Professor Emeritus, Disney Universities

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Customer Experience Tip #983

There’s a lot of power in simply listening, especially when a customer is upset. Don’t interrupt, don’t be too quick to offer solutions, don’t make excuses, let go of any judgments against them, and certainly don’t get defensive. Just listen. Above all else, allow that customer to feel heard.

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Customer Experience Tip #982

It’s not enough for you to demonstrate partnership with your customers and prospects. They should also sense that partnership exists between you and your team; your support staff; the team that is working for them. All for one!

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