Why is it that people are more likely to remember a negative customer experience than a positive one? A lot of it comes down to people being more likely to remember an unexpected experience…and while people may sound cynical, they generally go into things expecting to have a reasonably good experience. Expecting good, but get…

Read More

I want to help you deliver amazing customer experience. Are you keeping up with all the key news and trends in the customer service world? I’m here to help you with what you need to know, including tips and tricks to deliver the best experience! How to understand the MEconomy How to turn customers into…

Read More

Getting a new customer can be hard work. Once you’ve made it over that mountain, you want to turn that person into a loyal customer, who will come back and buy again. But how do you do that? I’ve developed a 6-step process for what you as a business owner should think about and do…

Read More

Customers need information to make decisions. In the past, it was entirely on you to inform them about your product or service. And while there are still opportunities to do that, in many cases your customers will do their homework and already find information about you in advance, thanks to this information age we live…

Read More

While it’s important to make your decisions based on real data about your business, you also have to be sure that you’re collecting the right data. If you’re measuring the wrong thing, something unimportant, while ignoring more important information, it will warp your decisions! So what metrics should you be paying attention to? Watch this…

Read More

When your primary focus is just on making a sale, you might get it, or you might not. But if your primary focus is on helping the customer, you’d be amazed how often the sale comes along as a byproduct, plus much more down the road—setting you up for long-term success! Taking a little extra…

Read More

Is your company culture contagious? When people walk through your store, or talk with your employees, are they getting a sense of what your company is about? In the best companies, a strong culture is contagious; you walk through the doors, and you can just feel it. But it takes a lot of work to…

Read More

I’m a big believer in the importance of reducing friction in the customer experience. Friction is all the little inconveniences that get in the customer’s way and slow them down. Reducing friction creates a better experience. That’s not only true when you’re talking about customers, but also about your employees. Friction in your internal processes…

Read More

Problems can and will happen in any business. Resolving the problem—and resolving it in the right way—can help to get customers to come back. Don’t compound the frustrations of a mistake by failing to apologize and communicate effectively throughout the process. A recent experience I had with lost luggage is a great illustration!

Read More

We’re quickly approaching a pretty important date for customer service: the quarterly “Get to Know Your Customer” Day! This time around it’s on April 15. So what should you be doing to get the most out of this business “holiday”? I have three suggestions I want to share right now: focus on feedback, conduct a…

Read More