Engineering the Customer Experience
“The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.”
-John Russell, Former President, Harley Davidson
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Always include the recipient’s name somewhere in an e-mail. Have you ever noticed how this helps to personalize; bring connectedness to an e-mail conversation?
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Set the standard to answer every voicemail message within 24 hours OR LESS.
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During their experience, every detail your clients notice – both consciously and unconsciously – helps form their opinion of you, and your company.
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Once you’ve agreed upon the date/beginning & ending times/place/agenda for that client meeting, and you’ve placed the event on your own calendar, SHARE with the other(s) via calendar invite. (Digital calendars such as Outlook, iCal and Google Calendar are designed to be universally compatible with one another.)
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“If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.” -Jeff Bezos, CEO of Amazon.com
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Determine acceptable language parameters with your team by discussing the words you’d like to be using with customers and clients … and the words you are never to use. (Ex: we always say, “yes” and we never say, “That’s our policy” or “That’s impossible.”)
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If your clients and prospects see you arriving in a dirty car or visit your untidy office, what might they assume is true about you?
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You become the average sum of those you associate with most. Are your colleagues operating with some regard for impeccability when it comes to engineering the customer experience?
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When clients think of an organization like yours as impeccable, they could also say it is organized, thoughtful, detail-oriented, proactive, professional, experienced, and even world-class.
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