Figure Out Why Your Customers Come to You

Do you know why your customers choose to do business with you? People have all kinds of different reasons for making the decisions they make, including which companies to buy from. For some customers, it all comes down to price. But as a business owner, that isn’t the most reliable reason, because those customers are […]

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Earning Your Customers’ Trust

Trust is the foundation for great relationships. So how much do your customers really trust you? To build that trust, you need to deliver a predictable, consistent experience, every time. When your customers have confidence that you’ll take care of them, then you’re on your way. In this week’s video, I share some examples of […]

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Don’t Just Keep Up—Stand Out!

Making sure that you’re keeping up with what your competitors are doing is a good start, but directly going head-to-head might not be the best strategy. Instead, find ways you can stand out—be different. What can you do that the competition isn’t doing? You want to stand out and be different—as long as the thing […]

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Are You Guilty of These Convenience Infractions?

In my latest book, The Convenience Revolution, I focus on why and how companies should eliminate friction. But what are the things that cause friction in your business, introducing frustration and confusion to the customer experience? In this week’s video, I look at 10 of the most common ways companies create friction for their customers, […]

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Even Better Than a Positive Review

A customer testimonial is powerful. And now in our age of social media and review sites, customers are sharing more of their experiences—both positive and negative—than ever before. But while getting a customer to leave a positive review or say something nice on Twitter is good, you can do even better. Find ways to get […]

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Fundamentals of Customer Loyalty

Every company wants to build customer loyalty, but saying it doesn’t make it so. What are the common approaches of businesses that have succeeded in creating the kind of lasting loyalty that brings customers back again and again? I’ve got 5 specific things to keep in mind, from your product to your outlook in every […]

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What’s the Reason You Always Do Your Best?

My company’s mantra is three simple words: “Always be amazing!” That’s something that permeates everything we do, with everyone we come in contact with. Part of being amazing is always doing your best. And for many people, they find something that drives them, a specific reason they always give their best, no matter the circumstances […]

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Find the New End to the Customer Experience

What’s the final moment in a typical customer interaction with your business? What’s the end of the customer experience? That final moment plays an outsized role in how the customer views the overall experience, so it’s important for it to be a positive one. But now think again: is that final moment really the final […]

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