CX Tip: Offer Stability, Control and Certainty
Lee Kantor: [00:00:05] Lee Kantor here from Business RadioX. Jill, today’s customer experience tip is offer stability control and certainty. Please tell us more.
Jill Heineck: [00:00:15] You know, when things feel out of control, as humans, we crave stability and some control over what’s happening. How do we do this for our customers? We do this by assuring customers and clients that we have a plan to protect their interests and to keep them informed along the way, which, ultimately, keeps them feeling in control. Communication has always been one of the weakest spots for an organization, but it’s the greatest opportunity to create some stability and control for the client. So, creating that feeling of safety by being intentional in your messaging, and how often you want your client to receive those messages, and showing them that you have everything under control will do this. And also, demonstrating that you have systems and people in place to address every need and then some. And that’s your tip for the day.
Lee Kantor: [00:01:04] Great tip, Jill. Thanks for listening.
Connect with Jill at heineckandcompany.com.
