Customer Experience Tip #871

When you say to a client, “I don’t want to waste your time or mine.” it sounds like you’re mainly worried about wasting your own time. You might consider instead saying, “So that we’re able to make the best use of your time…”

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Customer Experience Tip #870

Is your direct phone number listed in your e-mail signature block? After all, this is the first place many of your customers and clients will go to look for it.

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Customer Experience Tip #869

“Business is like anything else in life – it’s a journey with lots of variables. The challenge is to understand which of these variables are controllable within the business model – so many are not. Improving the customer experience is one very important variable that we have the ability to affect.” –David Ballow, Orangetheory Fitness

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Customer Experience Tip #868

Are you an owner with an exit strategy? Might you sell your company one day? The stronger your firm’s reputation for customer experience (both on-line and off-), the more valuable your company might be to a prospective buyer.

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Customer Experience Tip #867

Unless you’re a financial institution or a healthcare provider, your customers shouldn’t have to spend more time on the phone verifying their identity than they do having their problems solved. Perhaps it’s time to look at streamlining your process so your phone reps aren’t treating the 99% of your honest customers like would-be criminals.

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Customer Experience Tip #866

Most of us have had access to desktop printing for more than 20 years. Giving customers and clients handouts and forms that are copies of copies is unprofessional and inexcusable. Your printed materials are representing you and your company, so be sure they’re clean, clear, and crisp.

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Customer Experience Tip #865

The telephone is still effective … and important. Sometimes, we can accomplish much more in a 5-minute client phone call — and work more collaboratively (and more clearly) — than e-mail allows for.

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Customer Experience Tip #864

“Be amazing to the customers you have. They will give you the customers you want.”

–Peter Shankman, Bestselling Author

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Customer Experience Tip #863

Systemization leads to conscious competence, reliability, quality, and consistency. Do you have a formalized system for onboarding new clients? Is everyone aware of it and adhering to it?

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Customer Experience Tip #862

“Research shows 86% of people believe that citing statistics for your clients, without attributing a (credible) source puts your own credibility at risk.” –Fiktishuss & Co.

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