Customer Experience Tip #1609

Your company is making an impression on prospects, customers, and clients. That impression says one of three things: Either 1) we’re engaged and we’re here to serve you; 2) we’re indifferent, we don’t really care, or; 3) we’re annoyed by you and we’d rather be doing anything but serving you. What impression are you making as a company?

Customer Experience Tip #1608

If you want your customers to feel that your process is fun and light (assuming this is appropriate for your particular industry), then you have to give your employees permission to have fun and be light … while keeping it professional enough, of course. #Balance

Customer Experience Tip #1607

Giving your customer too many options can stifle the process and feel frustrating to them and (subsequently) to you. They are relying on you to guide them and do their critical thinking for them. You’re the expert. Give them options, not a “project.”

Customer Experience Tip #1606

A phone that rings more than 2 or 3 times isn’t only disappointing to the caller, it looks bad (and serves as a distraction) to anyone nearby who’s hearing a phone go unanswered for so long … like that customer in your reception area. #FirstImpressions

Customer Experience Tip #1605

“Service surrounds us. It’s the relationship between your organization and the people you serve. And while you can’t force people to feel a certain way about your brand, you can design your service to create the experiences and impressions you want your customers to have.” –Melanie Bell-Mayeda & Ilya Prokopoff, IDEO U

Customer Experience Tip #1604

Often, what makes that front-line person exceptional is an innate ability to deliver remarkable service and ultimately WOW customers and clients. Innate abilities are generally unconscious; something for which that person may not have as much self-awareness as you’d imagine. Don’t be so quick to promote this person to become a trainer to others. Trainers must be trained on how to train.

Customer Experience Tip #1603

Trying to create “buy-in?” Your people will support … what they help to create.

Customer Experience Tip #1602

When more than a few customers are telling you that they are annoyed with your process, it’s your process … it’s not them. #DontShootTheMessenger

Customer Experience Tip #1601

In order for group meetings to begin (and end) on time, we must arrive 5 to 10 minutes before the scheduled start time … not AT the start time.

Customer Experience Tip #1600

“Show up… when you are expected to, in a helpful way, with a positive attitude, seeking to help create a great customer experience. Do that well and you’ve already started to separate yourself from your competition, and you have a better chance of having me as a lifetime customer. Done poorly, your ‘lowest price guarantee’ is worthless to me.” –Pete Smith, Smith Impact