Customer Experience Tip #901

You might be having a bad day. (We all have them.) This may seem counterintuitive, but there’s surprising power in looking to make someone else’s day, especially when you’re not at your best. Take the focus off of what’s wrong for a moment and see if you can point to — acknowledge and appreciate — what’s right, then go and be a day-maker for someone on your team; for a customer or client.

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Customer Experience Tip #900

When engaging with most customers (and you have to read each situation) it’s often good to foster a little small talk. Be careful not to spend too much time on the traffic and weather, but express a genuine curiosity for their experience of something other than the work you’re there to do with/for them.

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Customer Experience Tip #899

Most of your staff aren’t likely to read business books — Even if you ask them to, and even if you gift those books to them. You’ll likely increase the chances that they’ll actually read what they’re given, by tailoring their reading experience to their preferences. Offer options like Kindle, Audible, mp3 smartphone download, CD set, and — for some — paperback/hardcover. …or maybe just offer up a short video summary.

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Customer Experience Tip #898

“Your sole mission, your sole purpose, your sole reason for existence in this industry is to make life just a little bit better for this consumer… the living, breathing human being on the other end of the transaction that you’re working on right now.” –Gibran Nicholas, Founder, Chairman and CEO of CMPS Institute

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Customer Experience Tip #897

The more your team or department feels a sense of belonging, the more inclined they’ll be to have your customers feel the same. Want to better know your team? Express genuine curiosity as you talk with them about something other than the day-to-day work you share.

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Customer Experience Tip #896

Only agree to answer company phones if you’re “Feeling it.” If you dread the phone, dislike talking via phone, and certainly if you wouldn’t refer to yourself as a people-person, it’s probably best to allow someone else the opportunity to take on the role of, “Director of First Impressions.”

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Customer Experience Tip #895

Be more mindful of how you on-board your new employees, and they’ll later be mindful of how they on-board your new clients.

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Customer Experience Tip #894

Instead of saying: PLEASE DO NOT REPLY TO THIS EMAIL. THIS IS AN AUTO-GENERATED MESSAGE … how about some can-do verbiage like, “While this message is an auto-reply and there’s not a human on the other end of it, if you’d like to contact someone on our team (a human someone), we invite you to visit OurCan-DoCompany.com/care.”

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Customer Experience Tip #893

“Your brand isn’t your company. It isn’t your marketing message. It isn’t even your product. It is the sum of your customers’ experience at every brand touchpoint.” –Sprinklr

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Customer Experience Tip #892

Show me a company known for its consistently exceptional customer experience and I’ll show you a company that also fosters a consistently exceptional employee experience. The two go hand-in-hand.

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