20 Good Customer Intentions for 2020

1. We don't use small print, which we can't really explain.
2. We do not do no-reply e-mail addresses. Because it's strange that we, as an organization, are allowed to talk to a customer, but that they are not allowed to say anything back.
3. Our surveys are short and sweet and look cool.
4. If a customer fills out a survey, we also do something with it. We improve our services and provide feedback on what we have done.
5. We respond to reviews that the customer leaves.
6. We like the customer and they experience that in all our customer contact.
7. If we promise to call a customer back, 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 can't figure it out digitally, we offer an alternative.
10. We thank the customer because he has been a customer for many years. If new customers get a nice offer, then of course our valued customers will get that offer too.
11. We do not hide our phone number on our website.
12. Our management regularly participates at the 'front end', so that they too can enjoy our customers.
13. We might send our customers a card this year. With their birthday, or just because we like it.
14. With us, a customer is never on hold for long, not even if we are the Tax and Customs Administration.
15. We don't use annoying hold music.
16. If something goes wrong, we sincerely say 'sorry' and solve it.
17. We never blame another organization when something goes wrong, but take control ourselves.
18. Our letters are written in understandable language.
19. We never ask for nines and tens for our services, but are genuinely 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 items in this list that you don't already do for customers? Then decide to do things differently from today. Let's get started. Happy 2020!