Customer experience is one of the most crucial aspects of any business, and it can mean the difference between retaining loyal customers or losing them to competitors. In today's fast-paced and highly competitive marketplace, organizations need to put their best foot forward when it comes to customer service and satisfaction. The good news is that there are simple and effective steps that can be taken to improve customer experience. In this article, we will explore 40 dos and don'ts for elevating your customer experience game and skyrocketing satisfaction and loyalty. Whether you're a small business owner or a large organization, these tips will help you create a customer-centric culture and foster positive relationships with your customers. So, buckle up and get ready to take your customer experience to the next level!
1. Do listen to your customers and respond to their feedback in a timely and meaningful way.
2. Don't ignore customer complaints or dismiss them as unimportant.
3. Do train your employees on the importance of customer service and how to deliver exceptional experiences.
4. Don't let employees who are not good at customer service interact with customers.
5. Do personalize the customer experience whenever possible.
6. Don't treat all customers the same, regardless of their individual needs and preferences.
7. Do follow up with customers after a transaction to ensure their satisfaction.
8. Don't assume that once a transaction is complete, the customer experience is over.
9. Do invest in technology that makes the customer experience more efficient and convenient.
10. Don't rely solely on technology to deliver great customer experiences - human interaction is still important.
11. Do prioritize the needs of the customer above everything else.
12. Don't let your own needs and wants interfere with the customer experience.
13. Do be proactive in identifying and addressing customer pain points.
14. Don't wait for customers to bring up issues before addressing them.
15. Do treat customers with respect and empathy, even in difficult situations.
16. Don't be dismissive or condescending to customers, no matter the situation.
17. Do make it easy for customers to reach you and get help when they need it.
18. Don't hide behind an IVR system or make it difficult for customers to get in touch.
19. Do acknowledge customer inquiries and complaints on social media and address them in a timely manner.
20. Don't ignore social media feedback or treat it as unimportant.
21. Do go above and beyond to resolve customer issues and make them happy.
22. Don't just try to placate customers with the minimum effort required.
23. Do empower your employees to make decisions that will improve the customer experience.
24. Don't micromanage employees or limit their ability to resolve customer issues.
25. Do track and analyze customer data to gain insights into customer behavior and preferences.
26. Don't ignore customer data or use it only for sales and marketing purposes.
27. Do use customer feedback to inform product and service improvements.
28. Don't dismiss customer feedback or treat it as unimportant.
29. Do make it easy for customers to provide feedback, whether through surveys, suggestion boxes, or other methods.
30. Don't make it difficult for customers to provide feedback or dismiss it when it's given.
31. Do provide clear and consistent information to customers about products and services.
32. Don't mislead customers or provide false information.
33. Do make it easy for customers to access and understand their account information.
34. Don't make it difficult for customers to manage their accounts or understand their billing.
35. Do use customer data to make targeted and relevant offers and recommendations.
36. Don't use customer data to inundate customers with irrelevant or annoying marketing messages.
The WorkFlow podcast is hosted by Steve Glaveski with a mission to help you unlock your potential to do more great work in far less time, whether you're working as part of a team or flying solo, and to set you up for a richer life.
To help you avoid stepping into these all too common pitfalls, we’ve reflected on our five years as an organization working on corporate innovation programs across the globe, and have prepared 100 DOs and DON’Ts.