Customer Experience Tip #971

Whenever anyone visits your office (customers, vendors, job applicants, etc.), offer them something to drink. Many will decline but appreciate the offer nonetheless. Those who accept will likely be grateful.

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Customer Experience Tip #970

“Success in business is 85% ability to relate to other people and attitude and only 15% job knowledge and technical skills.” –Carnegie Foundation, 2005

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Customer Experience Tip #969

For your web site(s) and printed materials, be sure your copyright dates are up to date. This not only demonstrates attention to detail, but a sense of freshness (especially if your web site still says © 1999).

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Customer Experience Tip #968

Ask yourself: Is it easy to be your customer … or is it difficult? Smooth … or challenging? Fun … or mundane? Predictable … or risky? Pleasant … or rough? The more easy, smooth, fun, predictable, and pleasant you can make it, the more likely that customer will return and refer others.

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Customer Experience Tip #967

Don’t survey your customers simply for the sake of surveying them. Be thoughtful with your questions and implement a closed-loop process so that your customers feel they have a voice and that they might even affect positive change for themselves and others.

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Customer Experience Tip #966

When you answer the phone (with your standard pleasant greeting) and then hear nothing on the other end — or you hear a distracted party on the other end — refrain from saying, “Hel-lOOOO-o!” It doesn’t carry a kind and welcoming tone. Instead, try waiting a couple of seconds and then extend a welcoming, “Hello?”

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Customer Experience Tip #965

“Your customers are already experiencing your brand on social media, whether you like it or not. And it’s not just customers; it’s also prospects, potential employees, partners, investors, etc. They’re showing up on their (not your) favorite social networks to get a sense of what your company stands for, what others are saying about your brand, and whether (or not) to consider doing business with you.”

–Carter J. Hostelley

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Customer Experience Tip #964

Come together with your team and discuss difficult customer situations you’ve encountered and possible solutions. You’ll likely be more prepared next time and walk away with confidence from the sharing of fresh ideas and new perspectives.

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Customer Experience Tip #963

Instead of constantly working to reinvent the wheel, develop an intranet for your team to share the knowledge base, the tools, and the best practices that will support consistent delivery of remarkable customer experiences.

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Customer Experience Tip #962

It’s great to have a human being answering the phones. It’s just as important that — to the ears of the caller — this person sounds like they genuinely enjoy their job and want to be of service.

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