Customer Experience Tip #1091

“Stellar service should be non-negotiable and merchants shouldn’t hide behind self-service tools and technology when it comes to knowing their products and taking care of their customers.”

–Lauren Freedman, President of the E-Tailing Group

Customer Experience Tip #1090

Can your customers count on you? If they believe they can — with consistency — you’ll earn their loyalty and trust because it’s more rare than you might think.

Customer Experience Tip #1089

When you witness a team member WOWing a customer, acknowledge that person. The more we notice and embrace this type of behavior, the more we’ll make it top of mind and common practice for all.

Customer Experience Tip #1088

Did you know that happy customers make for happy employees. So, why not go make some customers happy!?

Customer Experience Tip #1087

Does everyone on the team understand why your focus is upon the customer experience? Everyone doesn’t see the world exactly as you. Perhaps it’s time to share your lens.

Customer Experience Tip #1086

“When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to efficiently communicate those issues.”

–Kristin Smaby, Being Human is Good Business

Customer Experience Tip #1085

How well do you know your (typical) customer? Can you point to some of their common likes, dislikes, fears, frustrations, concerns, desires, etc? The more in touch you are with acknowledging these things, the better you’ll be able to anticipate their needs.

Customer Experience Tip #1084

Customer experience is by “design”… except when it’s not. If you’re not designing your customer experience, you are leaving much of it to chance. For a deeper understanding of the importance of design, check this out (TED Radio Hour Podcast on “Design”).

Customer Experience Tip #1083

When requesting some type of action on the part of your customer, instead of saying “What I need you to do for me is…” make it about what they’re doing for themselves while also demonstrating a sense of partnership. For example, you might say, “Once you’ve completed that application, we’ll be on our way and can begin your process together.”

Customer Experience Tip #1082

If you see something, say something. The only way to have a culture that is committed to customer experience is to have the willingness to speak up when that commitment is not being honored and therefore demonstrated.