Customer Experience Tip #1449

Surprise your best clients with the unexpected gift, upgrade, bonus, extra … just because.

Customer Experience Tip #1448

Are you meeting the needs of your customers and clients? What if you started anticipating their needs instead? #GameChanger

Customer Experience Tip #1447

With the evolution of technology, we have far fewer face-to-face customer interactions than we did just 20 years ago. So when you do have the luxury of an in-person customer engagement, be sure you’re making the most of it.

Customer Experience Tip #1446

“Does it make economic sense to go over the top with it [customer experience]? I would say ‘yes’ because it creates that stickiness which is hard to measure. Aside from that customer coming back, you are going to benefit from word of mouth. I’ve had students telling stories about things that happened more than 10 years ago.”

–Stefan Thomke, Harvard Business School Professor

Customer Experience Tip #1445

What’s in a name? To that person, everything. Spell it correctly. Say it correctly. They will appreciate you for it. It’s a fundamental rapport builder that should never be overlooked.

Customer Experience Tip #1444

Your prospects and clients want you to exude confidence, but if there’s even a slight chance your confidence could be perceived as arrogance it’s time to dial it back. Balance that confidence with active listening, patience, and kindness and you’ll be building deeper connections.

Customer Experience Tip #1443

The moment you learn of the unhappy customer should be the moment you start devising a plan for resolution … and the moment you let the customer know that you’re doing so. Speed of response matters, even if that response is only to say that you are aware and you’re now working on it.

Customer Experience Tip #1442

It’s OK to make a mistake. You’re human. Trying to hide your mistake is not OK, and besides, that almost never ends well. In most cases, it’s better to ‘come clean’ with that customer and recover from your mistake with transparency.

Customer Experience Tip #1441

“Rather than worrying only about offering customers a discount on products or services or focusing on how fast employees can process transactions, companies could benefit in the long run from empowering their employees to meet customers’ emotional needs more often.”

–Dina Gerdeman, Harvard Business School

Customer Experience Tip #1440

Sometimes you have to say no, but if you’re a jerk about it then don’t expect your customer to come running back the next time they need your product of service. People like doing business with people they like … kind people.