Customer Experience Beliefs: 11 to Win Over Customers
If we want our customers to have a superior customer experience, we need to examine our customer experience beliefs. What we think affects what we do. This is true in every aspect of business. With customers, it’s even more important.
11 Surefire Customer Experience Beliefs
- Customers cannot observe our intentions. Treat them well.
- The customer’s voice echoes forever. Of course they talk about us. What they say is actually up to us.
- Persist when you sense potential; shift and innovate when you see futility. Never let frustration with a customer stop you from giving great care and finding a solution!
- Make customer experience easy! Count the number of hoops you ask customers to jump through & you’ll find the places they may jump ship! Leave the hoops for basketball.
- Courtesy and civility do not undo our authenticity. They allow the customers to easily embrace it. Authenticity is not an excuse for being blunt or rude to customers. A smile can change everything.
- A customer’s trust is an invitation for a human bond. Our actions RSVP the truth about our integrity and foretell the customer’s next choice.
- There is a difference between service and servitude. The first you choose; the second you don’t. What choice will you make to deliver superior customer experience?
- A sincere apology is the quickest way to repave the road of customer trust. Waffling, defending, and delay leaves a trail of mistrust.
- Our future is behind every customer. The customer is the heart of our success. Their pulse is our vital sign. It beats for our future. Maintain heart health!
- When we hold resentment in our hearts, we deliver far below our capabilities. Learn objective caring to prevent taking customers’ criticisms personally.
- Choose to trust until there’s proof to mistrust. Check all your processes, procedures, and touch points. Do they communicate trust or mistrust of the customer? Then ask yourselves, if you were the customers, would you feel welcome?
Are your customer experience beliefs serving or sabotaging superior customer experience? Leaders, do you know what your teams think? Sit with them and ask “What are our customer experience beliefs?” You may be pleasantly surprised or jolted by the silence. In either case, this review is a no cost high return step to superior customer experience!
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
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Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.
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