Customer Experience Tip #951

“You can’t think of a consumer as just one person – that person may talk to 10 others in the face of a bad experience. How often do you look up the reviews of a restaurant before going out? Are you influenced by what the reviewers say, even if you don’t know them?” –Carlos Dominguez, President and COO, Sprinklr

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Customer Experience Tip #950

Instead of leaving your customers and employees wondering, implement and adhere to a weather-related early-warning closing schedule that is easy to find (via web/phone/text) and easy to understand.

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Customer Experience Tip #949

When a process takes less time than your customer was expecting, their overall satisfaction with your firm goes up. One more compelling reason to under-promise and over-deliver.

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Customer Experience Tip #948

We all have “customers.” If you do not have external customers in the traditional sense (people who purchase your products/services), you are likely serving other individuals or departments inside your firm. The individuals you are serving can and should be thought of as your customers.

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Customer Experience Tip #947

As the millennial generation continues to increase in size and purchasing power, your telephones will be ringing less and less. What will you be doing to honor the other communication channels that this powerful generation prefers?

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Customer Experience Tip #946

Let your customers know you appreciate them. Don’t assume they know it. It never hurts for them to hear it from you, as long as it’s sincere.

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Customer Experience Tip #945

With your team, discuss the top 10 reasons a customer calls your office. Now, for each of the 10 examples, take a virtual tour of that customer’s journey, trying to accomplish what you’d set out to do as the customer. Is it smooth and easy or bumpy and frustrating? (For bonus points, do the same exercise with top 10 e-mails.)

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Customer Experience Tip #944

Instead of comparing your company to others in its industry, just start running the fastest customer experience race of your life. The best will struggle to keep up. Most won’t even try.

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Customer Experience Tip #943

“How can you squander even one more day not taking advantage of the greatest shifts of our generation? How dare you settle for less when the world has made it so easy for you to be remarkable?” –Seth Godin

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Customer Experience Tip #942

Create a habit of letting the customer hang up the phone first, or at least count to 5 before hanging up — not doing so could infer that you were in a rush to end the call.

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