In the world of business, there are a lot of people talking about customer service. There are also a lot of people talking about customer experience. Are these folks all talking about the same thing, just with two different terms? I say no – these things are related, but they are not the same. Customer…

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Speed matters. It’s definitely true in customer service! When people reach out to you with a question, they expect a response within a reasonable amount of time. If you take too long without getting back to them, they are likely to become frustrated, and move on from doing anything with you. In this week’s video…

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For a business to establish a culture of excellent customer service, it must be concerned with two different group: customers and employees. Getting to know your customers and delivering a personalized experience is valuable, and so is focusing on your employees and what they’re passionate about. When they’re able to bring their passions and connect…

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Have you ever had to deal with an angry customer? Stay in business for any length of time, and it’s going to happen eventually. So how do you deal with that scenario? It can be tempting to turn it into an argument that you can “win.” But that’s not the right approach. Instead, your goal…

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If your business is focused on selling products, there’s a good chance that your competitors are not just other stores in your area, but also (you guessed it!) Amazon. And even if Amazon is not a direct competitor, your customers are developing expectations for customer service based on their experiences with Amazon, and that’s impacting…

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When you’re thinking about how to create a positive customer experience, you can’t forget about the sales process. It’s easy to silo sales and customer service, but in the customer’s mind, it’s all part of their experience with your company. I recently went through a sales call that reinforced that message in my mind…for all…

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Team meetings are an opportunity to make sure everyone is on the same page. Creating alignment with the entire team is so important for delivering a consistent experience, and moving forward with steady progress toward your goals. A powerful way to make your meetings more effective is to add some sort of ritual, to either…

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Are you one of the many business owners who worries that amazing customer service is outside your capabilities? Maybe you’ve seen some of the over-the-top stories from customer service legends, and don’t see any way you could measure up to those experiences. Well, the good news is that it’s still very much within your grasp…

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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…

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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…

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