When a customer asks you a question, do you double-check your assumptions about their intended outcome? So often we take customer inquiries at face value, or simply assume we know what is meant. No matter what your job, you have customers, and clarifying your customers’ intended outcome is smart business. Examining Customer’s Intended Outcomes An [...] Read More…
Tag Archives: Customer Focus
The Art of Listening, for Customer Experience Improvement 10 / 5 / 09
Curiosity is the key to great listening skills that improve customer experience. When you’re truly curious about your customer’s opinions, expectations and requests, you’ll find the customer to be more pleasant, interesting and fulfilling to you as well. Get Over Me-Focused Listening! It’s easy to tell yourself you’re listening when in reality you’re focused on yourself. Whenever [...] Read More…
Building a Customer-Centric Culture 6 / 10 / 09
CLICK HERE FOR INTERNET RADIO VERSION What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. To do this, you need to: (1) Really know the customer in order to anticipate their best interests. (2) Differentiate [...] Read More…
Do The Whole Job for Customer Experience Success 5 / 15 / 09
CLICK HERE FOR PODCAST VERSION (3:40) Whether you’ve got external or internal customers, they expect you to ‘do the whole job’! Show that you care about your customer … after all, if your customer decides he or she no longer needs you, you may be out of a job. Customer Care Beyond Lip-Service It’s easy [...] Read More…
Everybody Has a Customer 4 / 22 / 09
CLICK HERE FOR PODCAST VERSION (5:07) Is there any job that doesn’t have a customer? If you work directly with paying customers, you obviously impact customer experience. If you don’t: 1. Eventually, the job you do ripples to those employees who do work directly with customers — don’t drop the baton! 2. Inside your company, the [...] Read More…