Customer Experience Tip #1380

“We know that your customers will put up with imperfect, but one thing that they’d like in return is for you to care … Acting as if, doing it with effort and consistency, is what your customers need from you.” –Seth Godin

Customer Experience Tip #1379

If a customer is telling you that they’ve been let down (by your company and/or by one of your coworkers) and you don’t apologize immediately in that moment, then the customer will assume that what they just shared with you is “normal” at your company. Listen. Apologize. Solve. Thank.

Customer Experience Tip #1378

Nothing favorable ever follows, “unfortunately… ” Your customers do not want to feel unfortunate. “Unfortunately, he’s not in.” “Unfortunately, we don’t have the ability to do that.” “Unfortunately, that item is out of stock.” If you’re looking to frame something unfortunate in a more positive way (and then follow it up with a proposed solution, of course) try using, “as it turns out…” instead.

Customer Experience Tip #1377

Any given article that comes across your screen (or desk) may be of no interest to you … which may cause you to quickly dismiss it. Pause. Is there a client or prospect who might find value in that same article, based on what you know about them? Pass it on and they’ll know you’re thinking of them.

Customer Experience Tip #1376

Only ask the survey questions you are prepared and willing to hear the truth about … and subsequently act upon.

Customer Experience Tip #1375

“The customer is no longer king. They are dictator. And they’re number one dictat is: Make it easy.”  –Gerry McGovern

Customer Experience Tip #1374

Check that industry lingo at the door. Using it with customers only alienates them. You also risk the chance of sounding condescending.

Customer Experience Tip #1373

Stop beating up your customers for telling you their truth. You asked for it on that survey (and/or conversationally) so instead of becoming defensive, be open to — not only the good but — the bad and the ugly as well. And then be prepared to make things right.

Customer Experience Tip #1372

Do you believe that customer complaint you received is an anomaly … or might it represent something bigger and broader that’s been hiding in your blind spot. Be curious. Investigate with a beginner’s mind instead of jumping to the “anomaly” conclusion.

Customer Experience Tip #1371

Your team members either care about customers or they don’t. And if they don’t, do they really deserve to be part of your team?

Yes, if you’re looking to build a customer-centric organization together, then it really is that simple.