CX Tip: Manage Expectations, Not People
Lee Kantor: [00:00:06] Lee Kantor here from Business RadioX. Jill, today’s customer experience tip is manage expectations, not people. Please tell us more.
Jill Heineck: [00:00:15] Yes, this one’s a doozy, and it can set the tone for the entire interaction. What can your customers expect from you and your team when they work from you or work with you? Transparency is always key. And when I tell you that this can make or break a customer relationship and impact whether or not they will work with you again in the future, I’m dead serious because I have experienced this. One misstep here and not only will this be a one-and-done transaction, but there could be negative blowback to your brand as well. Every time a new customer comes your way, think of it as an opportunity to tweak your process, take it to the next level, maybe even gamify it for your team to make it as fun and rewarding for you as it is for your customers. Loop them in. Let them know what’s coming next. Remember, your customers are people too. That’s your tip for the day.
Lee Kantor: [00:01:03] Great tip, Jill. Thanks for listening.
Connect with Jill at heineckandcompany.com.