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…

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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…

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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…

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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…

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For many businesses, summers tend to move slowly. The days are longer, the weather is nicer, and most businesses report experiencing a lull during the hotter months. While that’s not necessarily bad, it can still affect how a business runs. Since the end of September marks the end of the fiscal year, having a slower…

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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!

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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…

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The ER strategy is a great way to improve your business’s processes and customer experience. No, I’m not talking about the Emergency Room, so don’t worry! It’s like this. Do you return customers’ calls quickly? Try to return them quickER! Are you worried about making your communication clear? Go the next step to make it…

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What causes the most problems in your business? Is it that your employees are not living up to your expectations? Or (hint hint…) is it more likely that there’s something wrong with your process, your system, that is causing the problems? While people can fail (and you can help and coach them when they do),…

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As you think about your relationship with a customer, when does the customer experience start? A common mistake some people make is to think of customer service as really only beginning once the sale is made. But in actuality, that’s just the encore. What do I mean by that? It’s something I’ve learned from my…

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