Customer Experience vs Customer Experience:Add value to the customer experience

In brief, to add value to your customer's experience follow the FOUR golden rules.

Be helpful  

• Take personal responsibility for satisfying the client. 
• Work with the customer to create options, search for alternatives, and do some joint problem-solving. 
• Identify resources that can be brought to bear on the situation. 
• Fix things. No finger-pointing or runarounds.  
• Even if you can’t give what the customer wants, give as much as you can. You can always help in some way. 

Make the customer feel special  

• Give more than the customer expects - in the way you relate, and the way you try. 
• Approach each customer as if he or she were your only customer - as if this were a person you must get to know, satisfy, and keep happy. 
• Instead of taking customers for granted, over-deliver in the way you serve them. 
• Make them feel important 

Listen and understand  

• Identify the customer’s concerns, wants and needs. 
• Ask questions. 
• Get the facts. 
• Listen carefully. 
• Try to read between the lines. 
• Determine what’s missing - what it will take to gain the customer’s loyalty. 
• Read nonverbal messages. 
• Go looking for trouble. 
• Welcome bad news. 
• Look for such openings as the really difficult customer, the hairy problem, or the big foul-up. These give you a chance to be a hero. 

Deal with the uniqueness of the situation and add value  

• Figure out how this customer is different from all the rest. 
• What’s unique about the person? How is this particular situation special? 
• Customize your approach. 
• Try to be creative. 
• Think of unusual customer requests as opportunities to leave a lasting impression