When you want customers to remember your message, should you be clever?
“The usual fortune of complaint is to excite contempt more than pity.” You should paste that Samuel Johnson quote on your refrigerators and read it every day before talking to customers.
Some things in business are crystal clear. One of them is that people will not buy unless they believe they’ll get what they want and avoid what they don’t want. You become indispensable to your customer when you demonstrate that you both understand his or her problems and goals — and have the ability to help with them.
While you count down the days to a new year, you can count on these top 10 lists from Customer Experience Insight to help make sales and service better in 2017. They’re chock full of tips worth sharing with anyone who has a hand in the customer experience.
The best way to deal with a customer service problem is to prevent it from happening in the first place. A recent survey pinpointed the six leading causes of customer dissatisfaction.
While it’s important to keep showing up, and offering ideas and information to prospects, there is a line between being persistent and being a nuisance. The difference between being persistent and a nuisance lies in the content of your communication.
It’s critical for salespeople to spend time with their customers beyond the purchasing transaction, providing value and building engagement and alignment.
Your imperfections during a presentation with customers make you more authentic and credible. Being nervous when you present is common and you can turn it to your advantage.
Empathy could be the most powerful tool in the customer experience — and possibly the most difficult one to get right.
Talk informally with customers to build rapport and strengthen relationships. But stay away from conversations like these that will make the experience awkward.