When you think about your customers, who are they comparing your business to? Of course there are plenty of direct competitors they might be thinking of. But you should remember that in today’s business environment, they are comparing you to any business in any industry – including Amazon. How has Amazon shaped your customers’ expectations…

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The customer experience is maybe the biggest factor in whether a customer stays loyal and comes back, or leaves and terminates the relationship. Can you think of some reasons a customer would cut ties with your business? In this week’s video, I’ll discuss three of the many experiences that might drive a customer away: apathy,…

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How important is personalization to delivering a positive customer experience? If you’ve looked at survey data, you might be forgiven for thinking that it’s not one of the most important factors for customers. But it’s actually very important, especially as a differentiator when there are many companies who can all provide comparable products or services.…

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We all want repeat customers. It’s a lot easier to get someone to buy when they’ve already bought from you before and they know from experience that you can solve their problem. But what’s even better than a repeat customer? A loyal customer. They are not exactly the same thing. So what’s the difference? Watch…

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Has your business developed a reputation with customers? When they think about their interactions with your business, do they think about how you “always” do something, or “always” respond in a certain way? If you can get to a point where customers think about you and say things like, “They’re always so helpful!” or “They’re…

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Sometimes, the simplest statement is also the truest. We can talk a lot about things that go into a great customer experience—and we do! But at the bottom of it all, you can’t afford to forget the fundamentals that must come before we start designing elaborate plans for the customer journey. It all starts with…

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Thanks to negative experiences, many people look upon customer service interactions with dread. Even getting the basics of customer service right can help your business stand out, and deliver positive experiences for customers that resolve their problems, answer their questions, and improve their relationship with your company. Learn more in this week’s video!

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When customers ask for something, they’re hoping you’ll say, “Yes!” When you can, that’s great. But what about when you’re not able to say yes? While there are certain requests that require a hard, “No” (illegal or immoral activities, or things that are completely unrelated to what you do, for example), in many cases it’s…

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Wouldn’t it be nice if every customer were easy to deal with? Of course, that’s not the case. Difficult customers are just a face of life in business. But the way you react and respond to those customers can make a big difference in improving their experience. Believe it or not, they can even become…

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The past year has been filled with incredible challenges for small business owners—but it has also been very revealing. What I mean is that we have gotten to see first-hand how different organizations respond to a crisis. The companies that have had the best chance of success are those that are the most resilient. What…

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