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The Matt Keller Leadership Channel

Nov 20, 2016

We’re living in a world today where the customer experience truly does rule.  It’s all about what people are experiencing, and the little things truly matter.


When we think about a customer experience, the big things are what we expect.  It’s the little things that matter most.


In this month’s Conference on the 20 episode, on the Matt Keller Leadership Podcast, Matt shares part of a talk he gave at the Advance One Day conference.  In it, he talks about 6 little changes you can share with your team that will make a big difference in your customer’s experience.


6 Little Changes


  1. Make eye contact. Eyes communicate concern and care.


  1. Be the first to smile. It sets the tone for the whole interaction.


  1. Be nice. We can never forget people are not our problem, they’re our revenue stream.


  1. Listen and empathize. Customers just really want their problem to be solved.


  1. Say you’re sorry. People don’t care how much you know until they know how much you care.


  1. Over communicate. More information is always better. If you have any information at all, share it.


The goal is an excellent and exceptional customer experience.  Be sure to come around the desk and put yourself in the customer’s shoes.


Action:  Teach your team these 6 things that are critical to the customer experience, and watch your organization transform.



Interested in bringing your team to Advance One Day?  Get all of the details you need at