20 Good Customer Resolutions for 2020

1. We don't use fine print that we can't really explain properly.
2. We don't use "no-reply" email addresses. After all, it's strange that we, as an organization, are allowed to talk to a customer, but the customer isn't allowed to respond.
3. Our surveys are short and to the point, and they look great.
4. When a customer fills out a survey, we take action based on it. We improve our services and provide feedback on what we’ve done.
5. We respond to reviews left by customers.
6. We genuinely care about our customers, and they can feel that in all our interactions with them.
7. If we promise to call a customer back, we do just that.
8. Of course, the customer never has to repeat his or her story; we use our CRM system in such a way that all colleagues know what has been discussed.
9. If our customer is having trouble with the digital solution, we offer an alternative.
10. We would like to thank our customers for their long-standing loyalty. When new customers receive a great offer, our valued customers naturally receive that offer as well.
11. We do not hide our phone number on our website.
12. Our management team regularly works on the “front lines” so that they, too, can enjoy interacting with our customers.
13. We might send our customers a card this year—for their birthday, or just because we feel like it.
14. With us, a customer is never kept waiting for long—not even when we're the Tax Authority.
15. We don't use annoying hold music.
16. If something goes wrong, we’ll sincerely say “sorry” and fix it.
17. We never blame another organization when something goes wrong; instead, we take charge ourselves.
18. Our letters are written in plain language.
19. We never ask for 9s and 10s for our service, but we are genuinely curious about every customer experience.
20. Of course, our contact center is also open in the evenings and/or on weekends, if our customers need it.

Are there any items on this list that you don't currently do for your clients? If so, decide to do things differently starting today. Let's get started. Happy 2020!