7 effective keys to transforming the customer experience

March 6, 2013

Creating a great customer experience can seem like a daunting task. Everyone wants to do it, but where to start? What are some of the effective strategies companies have implemented to become more customer-centric?

Kristina Evey, a professional speaker, trainer, and educator, has spent 20 years helping her clients do exactly that: focus on creating an excellent customer experience.

In a recent installment of our regular Zen Master webinar series, “7 Effective Keys to Transforming the Customer Experience,” Kristina illustrated some simple practices any company can use to improve their customer service.

1. Asking questions is key to serving your customers
Your customers have a lot to say. Asking them questions is a great way to learn about their likes, dislikes, and pain points. By listening to your customers, you can better understand what they want and how to meet those needs.

2. Give each customer that “one customer” feel
How would you treat a customer if they were your only customer? You would probably make a major effort to ensure that those interactions are positive and genuine. Making small talk, taking time to understand them as individuals, and learning how they use your products and services will go a long way toward providing a personalized customer experience.

3. Answer requests with “I’m here to help”
Many people don’t like asking questions, out of shyness or a fear of sounding uninformed. Saying things like “I’m here to help” and “I’m glad you asked that question” will help them feel more comfortable and make it easier to solve their problems.

4. Think “best / better / next” practices
At staff meetings, take a look at the real world challenges you’ve had helping customers, and pay particular attention to what worked and what could be improved.

5. Hire “nice,” train the skills
Don’t hire customer service professionals that have the skill set you want but aren’t nice people. “Nice” is a skill that should be innate to anyone involved in customer service. You either have it, or you don’t. You should hire nice people and train them how to be customer service superstars.

6. Don’t be afraid to make the decision
Have the guts to make a decision and help your customers. Work within the guidelines you’ve been given, but work with the customer and provide them service with their best interests in mind. More often than not, doing so will be in the company’s best interests. If you make a mistake, reread #4.

7. Make a difference each and every day
Every single customer interaction matters, so you have to make the most of them. When reviewing a call, ticket, or email exchange, ask yourself, “Did I really do absolutely everything I could?” Striving to be the best you can be with every single customer interaction will go a long way toward setting yourself apart as a truly customer-centric organization.

Learn more about why companies should invest in the customer experience.

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