Using the "echo effect" in Customer Experience

A great way of building connection with your customers is by repeating back their exact words. Psychologists call this the “echo effect.”

The best communicators are ones who repeat back the words they hear in conversation with others. When we use the same words, it creates less distance and makes who you’re speaking to feel more comfortable.

When Customer Experience professionals use the “echo effect” - we make connections with our customers even stronger.

Why should you coach on using the echo effect:

• The language that your customers use paints a clearer picture of the reality that they’re living in. Research shows that language has a strong influence on how we see our world around us.

• It tells your customers that you’re on the exact same page as them. You’re truly listening to them - not just thinking about what you’re going to say next. It sends a solid signal that you understand and you’re aligned with their issues.

In one recent study published in the International Journal of Hospitality Management, it was found that waitresses who verbally mimicked a person’s order were more likely to receive higher tips.

It makes your customer more comfortable, and it’s proven they’ll like you more. Psychologists consider the “echo effect” as the glue that drives what connects us.

How to use the Echo Effect:

As soon as your customer describes their problem, repeat it back word for word. An example:

• Customer: “I’m so frustrated with your team. I haven’t received my refund, and your delivery was late so my party was ruined.”

• Customer Experience Agent: “I’m so sorry to hear about your frustrations. I understand that because of our lateness, your party was ruined. I’m going to investigate all of this for you - including your refund issue.”

Using this simple trick helps Customer Experience professionals quickly and easily align with their customers. If you aren’t coaching on using the “echo effect” with your agents, start today.