10 Underused Customer Experience Strategy Tips from Great Companies
Learn ten customer experience strategy tips from great companies like Starbucks, Zappos, and Ritz-Carlton. Also discover the customer service mistakes you need to avoid to succeed.
Our guest today on 30 Experts in 30 Days is Joseph Michelli.
Joseph is the Chief Experience Officer at The Michelli Experience. He is a respected speaker and organizational consultant focusing on helping businesses improve the customer experience. Joseph is also the best-selling author of multiple books including The Zappos Experience, The New Gold Standard, The Starbucks Experience, and more. These books help entrepreneurs learn from great examples like Starbucks, Zappos and the Ritz Carlton Hotel Company and other business to create great experiences for their own customers.
Check out my interview with Joseph to learn key advice and strategies about:
- the Importance of the Customer Experience,
- how to turn customer service mistakes into assets,
- critical customer experience mistakes to avoid,
- balancing efficiency and great customer service,
- the power of customer and employee evangelists,
- building your business around kindness,
- the importance of hiring the right people and training them well,
- why we must treat everyone as a customer, and
- having fun and getting the job done.
In the interview, Joseph shares great tips on how to build a successful business. Below are the top 10 customer experience strategy tips.
Customer Experience Strategy Infographic
Top 10 Customer Experience Strategy Tips
Tip #1 – Turn mistakes into opportunities to really connect with your customers.
Start by admitting you were wrong. Apologize. Don’t make excuses. Then give them something slightly more than they expected.
Tip #2 – Customers want to be cared about.
Find ways to SHOW your existing and future customers that you care about them.
Tip #3 – You can create great customer experiences on a limited budget.
Don’t try to be all things to all people. Identify who your audience is and where they spend their time (online and offline) and then focus your energy there.
Tip #4 – It doesn’t cost a whole bunch more to be kind, than it does to be mean.
Satisfying an angry customer may take extra effort, but on a daily basis showing kindness to your customers takes no more energy than arguing with or being upset with your customers. If anything, it takes less. Besides, kindness creates happier customers that are more likely to overlook minor mistakes and not become the angry customers who demand more.
Tip #5 – People have the need to tell stories, both good and bad. We want them to tell the stories of the experience that we want them to have.
We need to create the experiences for them that we want them to tell.
Tip #6 – Everyone is a customer.
This includes paying customers, employees, vendors, and those who aren’t yet your customers. Everyone has the potential to be a future customer or at least a word of mouth marketer to friends and family, so treat them well.
Tip #7 – Brands are really nothing more than what people say about us when we’re not around.
Decide what your brand stands for and communicate that message in more than just your advertising. Share that message in how you treat everyone. Then those people will share your brand.
Tip #8 – Know who you are, who your customers are, and who your future customers are.
If you want to have a future, you also need to know who your aspirational customers are, understand them, and be relevant to them.
Tip #9 – If you don’t stand for something as a brand, customers get bored with you.
Customers aren’t loyal to cardboard companies. Successful businesses operate their business from their soul. Know your values and what you stand for. Then share them with your audience, live true to them in all you do, and be respectful to those who don’t share your values.
Tip #10 – The more you can help your employees realize their success in life or business, the more they are going to help you realize yours.
Get to know what inspires them in their personal, social, and professional life. If you help them achieve their goals, they’ll be more interested in helping achieve yours.
Watch the interview below.
To learn more about Joseph Michellit and how to improve your customer experience strategy go to http://www.josephmichelli.com/.