Engineering the Customer Experience
It’s always reassuring to a customer when they’re kept “in the loop.” Instead of assuming they know and trust that something’s being taken care of, provide the occasional update. This is one of those little things that many people overlook, and it can make a big difference for the customer.
“This whole notion of the experience as a differentiator is not just the latest fad or buzzword. The prize of getting this strategy right in your business is “true” differentiation from your competitors, greater advocacy amongst existing and future customers, and a business culture your people want to come to work every day and be the best they can be.”
-PTI Worldwide
Never make a customer wait to pay you. It tends to rub people the wrong way when you’re not organized and prepared enough to receive their payments in a prompt and efficient manner — especially if you own a brick and mortar business with front-line humans.
The plural of anecdote is not data. Be careful not give too much credence to your customer service “war stories.” Instead of making decisions based on anecdotal evidence, why not find your NPS (Net Promoter Score) and continue to use that tool to measure customer loyalty?
If you own a brick and mortar business with posted hours of operation (and it’s safe to do so), unlock your doors 5 minutes before your posted opening time. Gently swing that door open and welcome your guests. You might also consider kindly allowing people to enter up to 5 minutes past your posted closing time. This small investment is sure to WOW your customers.
Warmth and friendliness can go a long way to help create an atmosphere of forgiveness. In other words, your customers and clients will forgive — and even oversee — your shortcomings, when they know and trust that you care.
What does customer service look like in 2020?
“Service will be the primary differentiator – Some things never change. For example, no matter what technological innovations come and go, customers will always value a personal touch. A significant emphasis will have to be placed on Customer Service by a rising number of firms, especially B2B, as a competitive differentiator.”
CLICK HERE to see what else I asked John
Yes, your front-line folks may not love them in the traditional sense, but wearing professional-looking name tags can bring warmth and approachability to the customer experience. Take it a few steps further by including their role/title AND consider adding something fun or unique just below their name (i.e., country of origin, favorite hobby, dream destination, school, etc.). This may invite customer conversations and make everyone’s day a little more interesting and fun.
With your staff, start a conversation about which business each of you would like to emulate when it comes to the overall customer experience … and why.
Negative news channels do not make for a favorable customer — or employee — experience. Be mindful of what television or radio channel you’re presenting. Tune in to something positive, or at least neutral.
