Customer Experience Tip #911

Your job may involve looking at a computer screen. But when you’re engaged with a customer (or even a co-worker), be sure to look up from your screen and acknowledge the other human being standing right there with you; make eye contact, smile, engage.

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Customer Experience Tip #910

If you spend a lot of your time seated while on the phone, you’re likely to lose some creativity and emotion; even a bit of your positive attitude. Do yourself a favor and walk around frequently, perhaps every 15 to 30 minutes. Motion creates e-motion, creativity … and positivity.

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Customer Experience Tip #909

When a customer takes the time to complete your survey, be sure to acknowledge their participation. After all, they must get plenty of surveys from others and have chosen to complete yours.

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Customer Experience Tip #908

“Innovation needs to be part of your culture. Customers are transforming faster than we are, and if we don’t catch up, we’re in trouble.” –Ian Schafer

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Customer Experience Tip #907

Remember, your customers and clients should be doing most of the talking. Your job is to be genuinely curious and ask thoughtful questions. If you ever see them glancing at their watch or phone, looking away or down, yawning, or physically moving away from you, it’s probably a sign that you’ve been talking too long; you’ve lost them. Quick, ask another question … and listen!

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Customer Experience Tip #906

Your customers and clients are already demonstrating their preferred method of communication. When they e-mail, they’re usually expecting an e-mail in return. When they call, they’re usually hoping for a call-back. Work to honor the preferences they’re already demonstrating (instead of forcing them into yours).

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Customer Experience Tip #905

Your customers like to be kept in the loop. Even if you’re still researching something for them, they’ll appreciate a phone call or an e-mail with a quick update. It’s best to not leave them wondering.

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Customer Experience Tip #904

Don’t “shoot the messenger.” It often takes bravery for a customer to voice their concerns and share the details of a negative experience. Appreciate them for coming to you. After all, it’s been proven that the other 19 out of 20 who feel the same will simply vote with their feet (walk away and never return).

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Customer Experience Tip #903

“Give little unexpected extras [to your customers and clients].” –Stan Phelps, Author

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Customer Experience Tip #902

Demonstrating accuracy, availability, partnership, and advice are important — if not paramount — when it comes to customer expectations. Do your survey questions reflect these four categories?

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