Impeccable Conversation-Starter

Customer Experience Tip #1575

Ask your team, “What’s the #1 reason our best customers and clients remain loyal to us?” Follow-up question: “How can we be even MORE like that?” #CXawareness

Impeccable Culture

Customer Experience Tip #1574

“So, who had a great experience (as a customer) over the weekend; what made it great?” might be a great conversation-starter for your team today. #CXawareness

Impeccable Value

Customer Experience Tip #1573

“The more people you can make feel like they cannot live without your brand, the closer you are to making price irrelevant.” –John DiJulius

Impeccable Response

Customer Experience Tip #1572

If you’re the reactive type but you’re able to cool off fairly quickly, then be sure to (whenever possible) build in this type of buffer between stimulus and response when a customer has pushed your buttons: “I’m going to ask that you hold that thought for a brief moment and I’ll be right back.”

Impeccable Understanding

Customer Experience Tip #1571

“They are patient with me, but I can almost feel an eye-roll coming on.”

“They help me because they have to; it’s their job.”

“They always give me the time and attention I need because they care.”

“They tolerate me, but I can tell they don’t really like me.”

What might your more needy clients say about you?

Impeccable Commitment

Customer Experience Tip #1570

Every change is an inconvenience until it becomes a habit. What new customer experience habit will you (and your team) begin to create today?

Impeccable Training

Customer Experience Tip #1569

By empowering (and then encouraging) employees to take great care of your customers, you’re having a direct effect on customer engagement and customer loyalty. #EmpowerThem #MakeItSafe

Impeccable Focus

Customer Experience Tip #1568

“If there’s one reason we have done better than most of our peers in the Internet space over the last six years, it is because we have focused like a laser on customer experience, and that really does matter, I think, in any business. It certainly matters online, where word of mouth is so very, very powerful.” –Jeff Bezos, CEO of Amazon

Impeccable Rules

Customer Experience Tip #1567

The only thing worse than saying, “That’s our policy” is adding “…and that’s been our policy for 19 years!” Policies are rarely created in favor of the customer … which makes them a hot button for most. Instead, ask yourself if you can carry out the spirit of the “law,” without having to necessarily declare the letter of it.

Impeccable Personalization

Customer Experience Tip #1566

One size does not fit all. Any time you can do something to personalize a customer’s experience, do it. You’ll be appreciated and remembered for it. It’s a worthwhile investment of your mental energy and your time.