The time to focus on customer satisfaction isn’t just immediately before and after the sale. Instead, it should be something you’re working on all the time, especially if you have a subscription model for your business. What are you doing to provide a little extra peace of mind for your customers? It can be as…

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There are some customers that just want to be heard. We all know the type—they aren’t so much upset with your company as they just want your company to hear them out. In fact, these types of customers are typically easier to handle than customers who are truly upset at your company. You can tell the…

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Mind the gap! In fact, there are a lot of “gaps” you should be concerned about in your business. The one I want to talk about today is the expectation gap—the gap between the experience your customer is expecting, based on their past experience with both you and other companies they love, and what they…

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You may think of the “details” as small, unimportant things. But paying attention to all those small things, those little details, can add up to something huge. The customer experience is built up of all those small details, and when we focus on getting them right, it tends to help us get the big thing…

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Sometimes we have to do things that are a bit of a chore. Reading through terms & conditions statements. Waiting on hold to talk to a customer service representative. You get the idea. But what if you could turn that into a fun part of the customer experience? There are some companies who have found…

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How do you get feedback about your business—and your competitors? There are a lot of ways you can try, but I recently heard about one of the best, most creative strategies for getting the real inside scoop about your customer experience. It comes down to finding a third party. Who do your customers talk to,…

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Companies often take the personality of their leaders, and if your leaders are not focused on customer service, it’s easy for the company’s service to lag behind, too. I saw this first-hand in my younger days as an employee. If you’re a leader, are you setting an example for your employees, and treating your employees…

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You might first learn about a problem at the moment a customer reaches out to you to tell you about it. But what you have to keep in mind is that while you’ve only been trying to solve the problem since that moment, the customer has been dealing with the problem for longer. For some…

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I’m a naturally optimistic person, and a lot of that goes to some early experiences in my life. It’s led me to believe that we’re going to be stronger than ever after the current crisis ends. But that will require having the right attitude and approach, working on ways to improve and grow. Lots of…

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We all watch the news and see the dark side of COVID-19, which includes devastating numbers of illnesses and deaths, financial struggles, and more. Businesses are going under. Unemployment is at an all-time high. A lot of people are hurting. But there is still quite a bit of “good” happening around us. In this week’s…

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