Engage with customers for truly profitable customer experience relationships


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One bad customer experience today could be enough to keep you from ever seeing that customer again.

One thing that should be passed on from generation to generation about customers; is the service aspect. If you lose your customer service, then you lose your business. One bad experience with one of your employees and likely you will never see that customer ever again.

Remember that every customer experience matters

EVERY CUSTOMER COUNTS! This is a strategy that really motivates positive action.

No matter how wrong they are, the customer should always be right. So, take a step back, breathe and make sure that you can somehow accommodate that person. They are after all, still a human being with feelings and a voice.

Customers don’t always express themselves in the greatest and kindest ways, but if you kill them (not literally) with kindness, the mean usually goes away and they never forget how well you took care of them. That is how you keep a customer for a life time.

Remember to say please and thank you

Begin with you… the business owner. Repair your manners and say thank you all the time. Say please no matter what it is for. Yes ma’am and yes sir reverberate respect no matter who it is. Call the ladies ‘miss’ and their first name, if you have managed to get to know them by their first name, and the same for the men with Mister. ‘Mr. Bill or Miss Lisa would you like some hot chocolate with that muffin?’

Respect is an amazing thing and it goes such a long way to helping with the customer relationship. That’s at the heart of a real, powerful, memorable customer experience.

You can’t ignore employee training

When you are training your employees, teach them to smile and laugh. Customer experience training needs to teach employees to be concerned for their fellow human beings and you do the same to your employees. It won’t matter how much we preach to leave home at home and work at work. We are still feeling beings, and it all goes with us no matter our demographics. So, you take care of the employees and make it known that you understand and they will in turn embellish all that caring and feeling of love onto the customers. If they feel taken care of, then their whole world is in sync.

Effective, lasting relationships mean really getting to know someone

With all the rest working like a well-oiled machine, it will be simple to bring in the customers. Do unto them, as you would have them do unto you. As Mary Kay Ash said over and over, “Pretend they have a sign on their chest that says, Make me feel important.” As long as you have that in the right order of importance, then you will be able to relate to customers and help them as they need it.

As you look to improve customer experience, make sure that you carefully study the client experience, what works, what doesn’t and use those best practices in customer experience management for you to really get to know your customers and develop the type of relationship that keeps them coming back.

It’s totally worth it

If you take baby steps towards any of the above advice, you should be able to help your customers, train your employees and walk a little taller every day, because you have more and more customers coming to you. Word of mouth is a great advertiser and if you upset someone, they will never come back. But do it the other way, and they will never leave and bring more with them.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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