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3 Best Practices for Customer Experience Management #CustomerExperience

by Employee ‎04-07-2014 10:45 AM - edited ‎04-07-2014 11:46 AM

Pick up the phone!
One of my old bosses used to have a mantra of ‘pick up the phone’.  Over the years I’ve learnt just how important that is.  While we have numerous tools at our disposal for communicating with our customers sometimes just picking up the phone is the most important thing you can do.  It helps the customer really feel ‘listened’ too.  It allows them the opportunity to tell us what they from want from us and be clear about their issues.  It also helps us build a relationship with our customers that sometime faceless/voiceless communication just doesn’t provide.
It’s important for us to have empathy for our customers and try to understand the issues they may face and how it affects their business.  Only when we truly have empathy for their experiences in working with us can we work to provide the best results for them.  Understanding this and showing empathy for our Customers allows us to provide better responses.
Start at the top!
Companies who regularly deliver on customer experience usually have one thing in common, that the focus on Customer Service is driven from the top.  Where upper management understand the issues their customers face and encourage their staff to focus on customer service, this encouragement helps everyone in the business understand where they fit in the picture and how they can shape the way the company provides customer experience.

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