Customer Experience Tip #1221

Develop your own method for remembering people’s names (write them down on the spot if that’s what it takes) and sprinkle them into the conversation. People like hearing their own name. It’s a seemingly small detail that makes a real impact in favor of rapport. Just be careful not to overdo it.

Customer Experience Tip #1220

When interviewing a candidate — and attempting to measure for their customer service aptitude — you might ask, “Around coworkers or in groups, do you tend to be the first to say, ‘Good morning,’ or do you tend to let them say it first?” As you might imagine, extroversion is a necessary quality for anyone who is likely to encounter customers.

Customer Experience Tip #1219

In the realm of customer experience, is your organization literally award-winning? If so, be sure to share the great news (awards/accolades, etc.) with your customers and prospects — your prospects should know and your best customers need to know … so they can (continue to) cheer you on.

Customer Experience Tip #1218

“There is nothing more fundamental than engaging with your clients, prospects, and markets in a focused personal caring relationship.”

–Tom Gay

Customer Experience Tip #1217

Looking to build a strong front line? Hire people whom you believe are “hard-wired” (preconditioned) to care about perfect strangers (e.g., your customers and clients).

Customer Experience Tip #1216

Examine your customers’ purchase process and determine whether you can remove any of the current steps. Really, take a look. When your customers are ready to give you their money, don’t make them jump through hoops (i.e., added – and perhaps unnecessary and/or outdated – steps).

Customer Experience Tip #1215

Follow the adage, “Hire slow, fire fast,” especially as you focus on how one demonstrates genuine care for creating a great customer experience. One bad apple can disrupt the rest of your team and generate negative word of mouth, thus affecting your reputation as a product/service provider … and your reputation as an employer.

Customer Experience Tip #1214

Here’s a simple tip to help you build rapport and trust with your customers and clients: Speak slowly enough to be clearly understood, even — and especially — if it’s something you’ve said a thousand times before.

Customer Experience Tip #1213

“There may still be a few companies out there that aren’t all that concerned with their customers’ experience. But soon the customers who encounter such companies may find themselves nearly as baffled as people who encounter psychopaths today.”

–Don Peppers

Customer Experience Tip #1212

Regardless of how long you’ve been in business, the same questions tend to resurface from your team over time. While you may have an FAQ (Frequently Asked Questions) page for prospects and customers, consider creating one for your team (i.e., Intranet) as well. In the spirit of seamless communication that benefits everyone on your team — and ultimately your customers — share the knowledge.