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…
Tag Archives: customer satisfaction
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…
Customer Experience Insights by Stepping into Customers’ Shoes 3 / 4 / 09
CLICK HERE FOR PODCAST VERSION (3:37) If we could ‘be a fly on the wall’ observing customers’ experiences what a treasure trove of wisdom we’d have! Surveys, user groups and advisory boards are common tools for understanding customers — but what is their scope? Do we have a comprehensive suite of tools for stepping [...] Read More…
Customer Service: ‘Wow’ versus ‘Ow’ 2 / 27 / 09
CLICK HERE FOR PODCAST VERSION (3:32) What’s the difference between ‘wow’ and ‘ow’ (as in ‘ouch’) service? Willingness to check for understanding. It’s doing the whole job, with the customer sensing your overriding wish for his or her well-being. When you check for understanding, the customer’s woes dissolve, they appreciate your wisdom, and [...] Read More…