A fun little checklist to bring customer experience alive in your company. Print this, tape it next to the coffe machine or use it in your emails or presentations. Feel free to use it to grow a customer centric mind set in your company

1. 1. We do not use small print, we cannot explain properly.
2. We do not use no-reply e-mail addresses. Because it is weird that we as an
organization are allowed to talk to a customer, but they cannot say anything back.
3. Our surveys are short and look amazing.
4. If a customer completes a survey, we will act upon it. We improve our services and
provide feedback on what we have done.
5. We respond to reviews left by the customer.
6. We like the customer and he experiences this in all our customer contact.
7. If we promise to call a customer back, of course we do.
8. A customer never has to repeat his or her story, we use our CRM system in such a way
that all colleagues know what the conversation was about.
9. If our customer cannot solve its problem on our digital channels, we offer an alternative.
10. We thank our customer because he has been a customer for years. If new customers
get a nice offer, of course our valued customers receive that offer too.
11. We do not hide our telephone number on our website.
12. Our management regularly listens in or works at the front-line, so that they too can
enjoy our customers.
13. We send our customers a card this year. On their birthday, or just because we can.
14. We never put the customer on hold very long, even if we are the Government.
15. We do not use annoying waiting music.
16. If something goes wrong, we sincerely apologize and resolve the issue.
17. We never blame another organization if something goes wrong, but we take control.
18. Our letters are written in understandable language.
19. We never ask for nines and tens to rate our services, but we are genuinely curious
about every customer experience.
20. Of course our contact center is also open in the evenings and / or during the weekend,
if that is the time our customers need us.
WWW.NIENKEBLOEM.COM
20 BRILLIANT CUSTOMER
NEW YEAR'S RESOLUTIONS FOR 2020