Customer Experience News & Trends

4 words that mean nothing to customers

Watch out! Some words and phrases you use for impact are actually meaningless to customers.

These phrases are so overused by companies and their sales and service professionals that customers don’t even hear them, says business expert Jeff Haden.

Here’s what to avoid – and why.

  • Customer-focused. Customers expect that the focus is on them individually, not the population. Listen and meet their personal needs.
  • Best in class. Which class is that? Explain who gave you that title and what the basis for judgement was. If you just made it up, don’t use it – ever.
  • Unique. Focus on what makes you better, not different.
  • Value-added. Explain all the basics, the options and the prices. Customers can decide what’s the best value.

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