20 Good Customer Intentions for 2020

Okay, it's the end of January when you read this column. Only I'm writing it now that we've just started the year. And traditionally, we all think of our good intentions for this new year ahead.

I wouldn't be a CX expert if I didn't link those good intentions to customers. That's why I'm giving you a nice overview of 20 Good Customer Intentions. Hopefully, in your organization they are perfectly normal already. Let's check that out.

  1. We don't use small print for things we can't really explain.
  2. We don't do 'no-reply e-mail addresses'. Because it's strange that we as an organization are allowed to talk to a customer, but that the customer is not allowed to say anything in return.
  3. Our surveys are clear and concise and look great.
  4. If a customer fills out a survey, we actually do something with it. We improve our service and provide feedback on what we have done.
  5. We respond to reviews left by the customer.
  6. We like our customers and they experience this in all our customer contacts.
  7. If we promise to call a customer back, then we will.
  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 experiences digital problems, we offer an alternative.
  10. We thank the customer, because he has been a customer for many years. If our new customers get a nice offer, then our valued customers get that offer too, of course.
  11. We do not hide our phone number on our website.
  12. Our management regularly works at the 'front end', in order for them to enjoy our customers too.
  13. We might send our customers a card this year. For their birthday, or just because we like to do so.
  14. We will never put a client call on hold for long, not even if we are the tax authorities.
  15. We don't use any annoying waiting music.
  16. If something goes wrong, we apologize sincerely and solve it.
  17. We never blame another organization if something goes wrong, but take the lead ourselves.
  18. Our letters are written in clear understandable language.
  19. We never ask for nines and tens for our services, but we are sincerely curious about every customer experience.
  20. Of course, our contact centre is also open in the evenings and/or weekends, if our customer needs it.

Are there any points in this list that you don't do for customers yet? Then decide to do it differently as of today. Let's get to work. Happy 2020!

 

This blog was written for CustomerFirst and published on 29 January 2020

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