Engineering the Customer Experience
Customer Experience Tip #931
Do you make the same call over and over again; same “script?” If so, remember to speak s-l-o-w-l-y. Otherwise, the customer may feel like this is your ten-thousandth time saying the same thing … and maybe it is, but that customer should feel the same warmth and connection on call number ten thousand as you may have had for that very first customer on call number one.
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Customer Experience Tip #930
Eye contact is underrated – it has the power of validating another human being. Your customers and clients want and deserve to feel validated.
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Customer Experience Tip #929
When you’re on the front line, interacting with customers, remember that you hold a tremendous responsibility in that moment as the “face” of your company.
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Customer Experience Tip #928
“Your website isn’t the center of your universe. Your Facebook page isn’t the center of your universe. Your mobile app isn’t the center of your universe. The customer is the center of your universe.” –Bruce Ernst
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Customer Experience Tip #927
CRMs (Customer Relationship Management) tools are so robust these days, yet few companies are taking advantage of their features. Designate a field for (or simply make a note of) the phonetic spelling of your customers’ names. Customers with hard-to-pronounce (or often-mispronounced) names will be surprised and delighted when everyone at your firm knows exactly how to pronounce their name.
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Customer Experience Tip #926
Be specific when complimenting your customers and co-workers. For example, instead of saying, “We appreciate your referral,” you might say, “It means a lot to me that you trust me enough to have referred Mrs. Jones. Thank you.” Instead of saying, “You did a great job,” you might say, “You attention to detail on this project is what made it so seamless for the rest of us. You’re such an asset to our team.”
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Customer Experience Tip #925
In everything you do, say, and write – at each and every customer touchpoint – have a goal of demonstrating a sense of partnership; showing that there are no “sides.” At no time, should your customers feel they’re on one side and you’re on another. This is what it means to demonstrate partnership.
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Customer Experience Tip #924
Every so often, you might check in with your customers and clients. How are they feeling about the process of working with you and your company? You might follow the “P.I.N. Method” (Positive. Interesting. Needs Improvement.)
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Customer Experience Tip #923
“One customer, well taken care of, could be more valuable than $10,000 worth of advertising.”
–Jim Rohn
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Customer Experience Tip #922
Do you believe your customers view your staff as friendly? If they don’t, they’re less likely to return and not at all likely to refer others. Whenever you’re the customer, you know this to be true.
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