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When it comes to designing a superior customer experience, one can’t spend enough time and energy on the experience being delivered by customer-facing agents. According to our customer pulse database, 76% of customers report experiencing a problem with a supplier’s product or service in the previous six to twelve months. Many will never complain to the company for a number of reasons, but for those that do, showing customers that you care during interaction is critical.

This interaction has the power to either increase loyalty to a level that is as if the problem never occurred, alternatively it has the power to decrease loyalty below those customers who never even attempted to contact the company. The feedback experience tends to compound their dissatisfaction and increase the likelihood they will defect.

But it doesn’t have to be this way. Businesses that deal with consumers understandably want to show their clients that they care about them. When a consumer feels appreciated, they are more likely to recommend your business and make repeat purchases. This makes sense, considering that businesses which place emphasis on the customer experience are 60% more profitable than those which don’t make CX a priority. The solution doesn’t have to be an expensive new system or technology, it can be subtle improvements in the customer-facing agent experience that can show compassion and increase the chances that the customer walks away feeling cared for and appreciated.

1. Remember names

One way of showing customers that you care is by remembering names. In any kind of business from hospitality to retail, remembering client names is a simple trick with powerful results. The immediate effect of using a client’s name builds a more personal connection with them, while also making them feel special. Above all else, it increases the possibility of multiple visits.

2. Keep a client record (and use it!)

I see this situation happen all the time: A customer calls the support line of a business and is then prompted to enter information which is unique to their account (phone number or phone code). A customer-relationship management (CRM) system processes their information, and then, connects them to a representative who asks them to repeat all the information they just inputted.

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