Impeccable Awareness

Customer Experience Tip #1349

Simple exercise: Sit across from yourself, in the client chair (literally and/or figuratively). See what you see.

Impeccable Ease

Customer Experience Tip #1348

The more work you create for your customers, the less likely they will be to commit and complete their purchase with you. Instead, make it as effortless as possible. Anticipate their needs and do their critical thinking for them.

Impeccable Acknowledgment

Customer Experience Tip #1347

When you are on the phone and a client approaches your space, they are needing and wanting to feel acknowledged. Look up. Smile. Nod with the positive assurance that you’ve seen them and you’ll assist them shortly.

Impeccable Listening

Customer Experience Tip #1346

Listen (really listen) to your customers and clients. “Most people do not listen with the intent to understand; they listen with the intent to reply.” –Stephen Covey

Impeccable Feedback

Customer Experience Tip #1345

Ask your customers for their opinions of your new (and old) business practices. You may get some great ideas while also making them feel smart, important, and valued simply by inviting their feedback.

Impeccable Telephoning

Customer Experience Tip #1344

When you know who is calling, greet them warmly and by name. Skip the formalities. The way you answer a familiar number on your caller ID should not be the same as the way you answer an unfamiliar one.

Impeccable Hiring

Customer Experience Tip #1343

When you’re interviewing a job candidate, who is doing most of the talking: you or them? If it’s you, then you’re doing it wrong. Ask open-ended questions and make it safe for job candidates to express themselves fully. Your main job is to listen. Do they have service in their DNA? Are they a fit for your culture? You won’t know for sure unless you allow them to speak.

Impeccable Mindset

Customer Experience Tip #1342

You and your team might believe you are selling a product or even a service. In most cases, you are actually selling an experience. How will that experience compel your customer to buy, return, and refer?

Impeccable Experience

Customer Experience Tip #1341

“What if providing a World Class Customer Experience created brand evangelists and generated referrals all while increasing your profits? A study conducted by American Express shows that 7 in 10 Americans say they were willing to spend more with companies they believe provide excellent customer service.” –John DiJulius, Bestselling Author

Impeccable Values

Customer Experience Tip #1340

Heard of “Selective listening?” We mustn’t exercise “Selective service.” In other words, if you’re going to commit to a culture of remarkable service experience, then this must be practiced internally (amongst team members) as much as it is externally (with customers). We shouldn’t be living two separate lives when it comes to service and the experience we’re creating for others – that is not a sustainable model.