Customer Experience Tip #981

Your customers want to feel connected with you throughout the process. If communication “goes dark” at any point, they’ll feel disconnected. A period of silence may feel like a small blip to you, but it’s unsettling to that customer. Stay connected, keep them in the loop, and check in often.

CLICK to ENLARGE

Customer Experience Tip #980

“Without great employees you can never have great customer service.”

–Richard F. Gerson

CLICK to ENLARGE

Customer Experience Tip #979

Active listening with customers is often triggered by asking them great questions. Be thoughtful with your questions and then listen with a genuine interest and curiosity.

CLICK to ENLARGE

Customer Experience Tip #978

When a customer complains about someone at your firm, resist any urge to affirm their perceptions about that individual. You can acknowledge their frustration over the situation and move into resolution without throwing your coworker under the bus. That only makes them, you, AND your firm look unprofessional.

CLICK to ENLARGE

Customer Experience Tip #977

When too many of the little details that make up your customer’s experience are lackluster, the entire experience winds up feeling … lackluster.

CLICK to ENLARGE

Customer Experience Tip #976

Assume your customers don’t intend to say or do things to annoy you. 99% of them don’t — they don’t know any better. And they can usually pick up on you feeling annoyed, even if you think you’re hiding it. Instead, try guiding them with kindness. They’ll feel much better about their experience and so will you.

CLICK to ENLARGE

Customer Experience Tip #975

“Only 26% of companies have a well-developed strategy in place for improving their customer experience.”

–EConsultancy Multichannel Customer Experience Report

CLICK to ENLARGE

Customer Experience Tip #974

Call yourself and listen to your voicemail greeting. Listen for demeanor, tone, clarity, and likeability. Listen for a smile in that voice. Would you feel compelled to do business with you? If the answer is no — or you’re just unsure — it’s time to record a new greeting. Here’s how: http://blog.driventoexcel.com/2009/03/4-tips-on-adding-impact-to-your-voicemail-greeting/

CLICK to ENLARGE

Customer Experience Tip #973

Before implementing any new form that your customers will be expected to complete, have people from outside of your industry walk through it and complete it. They’ll tell you what’s confusing, what’s missing, and how it could be more clear and simple.

CLICK to ENLARGE

Customer Experience Tip #972

What’s the difference between customer service and customer experience? Customer service is a spoke, customer experience is the entire wheel.

CLICK to ENLARGE