Customer Experience Tip #1081

“78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.”

–American Express Survey, 2011

Customer Experience Tip #1080

Do you believe you demonstrate a can-do attitude? Your customers are listening for possibility in your voice. This isn’t something they’ll come out and tell you, yet it’s what everyone wants. A tone of possibility says, “Yes … it can be done … there is a solution … there is a way … this is possible.”

Customer Experience Tip #1079

Your prospects and customers are comparing you to the people they’ve dealt with elsewhere – in your industry and beyond. This is human nature. So, what will they remember about you? What makes you and your company different? What will compel them to remain loyal as they (cannot help but) compare you to everyone else?

Customer Experience Tip #1078

As you enter each and every customer interaction (in-person, via phone, e-mail, text, etc.), let kindness be your mantra. Kindness will keep them returning and kindness makes you exponentially more referable.

Customer Experience Tip #1077

How quickly can you get from challenge to resolution? That’s what matters to your customers — not who’s at fault, not who said what, not what it might cost in energy and dollars, not who’s right and who’s wrong, not how or why it happened in the first place — just how quickly you can make it right.

Customer Experience Tip #1076

“Customers value ‘good’ service more than ‘fast’ service.”

–Help Scout

Customer Experience Tip #1075

With customer relationships, we cannot sweat the small stuff. We know you’re right, but let that customer be right anyway. It usually costs you nothing more than letting go … of your need to be right. And it might mean saving that customer relationship.

Customer Experience Tip #1074

Some folks are already hard-wired to serve; born with customer service in their DNA. For everyone else, some “rewiring” may be required and this happens through stories and conversations. It begins by raising awareness, sharing the vision and reviewing your commitment to service.

Customer Experience Tip #1073

Always remember to acknowledge your most loyal customers. They are the ones who return and they are the ones who refer others. Never take them for granted. Instead, let them know how much they mean to you and your firm.

Customer Experience Tip #1072

“You might think that consumers are just buying based on price… consumers who have a choice are looking to see what makes your [airline] special.”

–Rick Garlick, Global Travel and Hospitality Lead of J.D. Power

CLICK to ENLARGE