Customer Experience Tip #941

When e-mailing a customer and referencing a tool or resource, be sure to attach it or point to it with a link. Never assume the customer will remember you’d already provided these things or that they’ll remember how/where to find them. Instead, anticipate that need for them.

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Customer Experience Tip #940

Create customer experiences that are share-worthy; worthy of sharing. Remarkable experiences are what lead to word-of-mouth promotion of you and your company.

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Customer Experience Tip #939

Through our actions (not necessarily our words), we should be preparing our customers to expect great things from us as they continue on their customer experience journey with us.

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Customer Experience Tip #938

“Graceful service is an assertion, not a response. It is an attitude, not a tactic.” –Chip R. Bell, Bestselling Author

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Customer Experience Tip #937

Long e-mail to send? Blocks of text often get skimmed rather than read. Instead, create categories and/or bullet points. This way, the customer is more likely to dive in and catch the most pertinent info.

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Customer Experience Tip #936

When you don’t have an answer for your customer, share your plan for finding the answer and include a promise as to when they’ll hear from you next.

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Customer Experience Tip #935

Customers want innovation and innovation happens within a culture that fosters and invites imagination. Are you fostering and inviting imagination in the workplace?

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Customer Experience Tip #934

According to Gallup research, more than half of all U.S. workers are not engaged in their work. If this is you, then tell someone who might be able to help by guiding you toward a solution. After all, you’re not serving your company (and its customers), and you’re certainly not serving yourself by staying quiet about it.

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Customer Experience Tip #933

“Look, I think that when we started Virgin Atlantic 30 years ago, we had one 747 competing with the airlines that had an average of 300 planes each. Every single one of those have gone bankrupt because they didn’t have customer service. They had might, but they didn’t have customer service, so customer service is everything in the end.” –Richard Branson

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Customer Experience Tip #932

Whenever possible (and appropriate), get on a first-name basis with your customers. An easy way to do this is to ask, “Do you prefer I call you John or Mr. Smith?” The customer will almost always give you permission to use their first name.

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