13 Jul 10 Aspirational Customer Experience Quotes from the Pros
You want to be the best in your industry. Listen to the advice of some of the best. Here are some aspirational customer experience quotes from the pros on practices to aim your business for the stars.
1. Aim to Become the Standard
When Your Company Becomes a Verb, Hyken blog
“If your brand is used in a sentence to position it as the brand that others should emulate, then you are operating at a Trademark level of service.” – Shep Hyken
2. Build Relationships
“A key driver behind managing the customer experience is being able to form an emotional connection with your customers.” – Alex Stenton-Hibbert
Customer Experience Management – the Latest Thinking in Looking After Customers, Call Center Helper
3. Treat Agents Well
“To deliver a high-touch experience, employees must be treated the way they’re expected to treat customers: exceptionally.” – Kristi Runyan
What is high-touch customer service? (+ how to deliver it), Zendesk blog
4. Communicate
“Develop a frequent communications calendar to keep in touch with customers at regular intervals. Frequent communication means the customer is more likely to feel valued and repeatedly engage with your brand, which could see up to a 300% rise in profit!” – Ty Givens
Customer Retention Strategies: Simple Steps To Nurture Existing Customer Relationships The Workforce Pro blog
5. Watch Your Language
“Language matters, internally as well as externally, because feelings matter. “Please” and “Thank you” are not forbidden phrases. Use them often” – Micah Solomon
8 Internal Customer Service Best Practices, Micah Solomon blog
6. Define Your Vision
“Your customer experience vision is an inspirational and aspirational statement that outlines the future state of the customer experience.” – Annette Franz
How Can You Kickstart Your Customer Experience Program, CX Journey blog
7. Use the Right Tools
“…the modern, work-from-anywhere contact center requires that we adopt the right tools and practices to internally support our agents so that they can effectively support our customers.” – Jeremy Watkin
4 Internal Customer Support Practices for the Modern Contact Center Customer Think
8. Stay in Touch with Authenticity
“People know to call your customer service 800# when they have a problem. Yet, hearing from a company proactively to express words of thanks helps build trust and connections. Reminder: must be genuine and authentic as customers know the difference.“ – Stacy Sherman
Experts Share Secrets on How To Delight Customers & Create Loyal Superfans, Doing CX Right
9. Anticipate Customer Needs
“Well, your customers have needs too. And the best service providers can anticipate these unspoken needs and address them before they happen.” – Steve DiGioia,
5 Things Pro Wrestling Teach Us About Customer Service, Steve DiGioia blog
10. Experiment to Improve
“Frequently experimenting with micro-innovations rather than “all in” strategies will lower risk and open the door to consistently improving the customer experience.” – Amanda Riches
Driving Rapid Innovation in Turbulent Times (part two), CXM – Customer Experience Magazine