Engineering the Customer Experience
Facts tell, stories sell. Share client success stories with your prospects, clients and staff.
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“If customers provide feedback and then nothing happens, we’re actually damaging our brands and we’re persuading people not to take part in the exercise.” -Richard Owen, CEO of Satmetrix and Author of Answering The Ultimate Question
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Keep impeccable notes on the things you learn about your clients. This will help you personalize your approach and your service. The service provider with the best notes often wins.
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“Being on par in terms of price and quality only gets you into the game. Service wins the game.” -Tony Allesandra
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Upon completing that important customer call or meeting, place your agreed-upon action items and “by whens” into an e-mail and send it to your customer.
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People want/need to feel smart, important and valued. What are you currently doing to make your clients feel smart?
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Develop a list of impeccable FAQs and make it readily available to clients and team members alike.
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Nothing screams, “I’m stuck in a time warp” or “I’m technologically challenged” quite like an aol/yahoo/hotmail e-mail address being used for business. Invest the $10/year to get You@YourName.com.
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Impeccable Customer Experience Innovation:
“Unless you try to do something beyond what you have already mastered, you will never grow.” -Ralph Waldo Emerson
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© Copyright 2012 to Present – Driven To Excel, Inc. All Rights Reserved.
Impeccable leadership:
If customer service is not “in their DNA,” they may just be in the wrong position inside your company.
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