When you hear stories about spectacular customer service, it’s easy to fall into the trap of thinking that you have to come up with something BIG to deliver a great experience. But really, you just need to focus on small changes, at each step in the customer journey. Each one may not seem like much…

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Have you empowered your team to create a great experience for your customers? One thing I’ve pointed out frequently is that your customers aren’t just comparing you to your direct competitors; they’re also comparing your customer experience with every other company they do business with. And there are some companies that have set an incredibly…

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The way to create an excellent customer experience isn’t just to compare yourself to your direct competitors, but to the companies that provide the best service to your customers, no matter what industry they’re in. Customers don’t just compare you to the alternative down the street; they compare you to every company they do business…

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We talked last week about how important it is to find ways to get your customers to tell your story. They can make a big difference in reaching more customers! But those stories from customers can also impact your internal team, too. Reviews, good or bad, can motivate and inspire. They can even help you…

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When customers are looking at different products or services and trying to make a decision, a compelling story can be the critical factor that sets one option above the others. As a business owner, you’re looking to share stories of what kind of experience your customers will get…and the most compelling stories of all are…

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Every business should be thinking about how to get customers to come back. Building customer loyalty is the surest road to a successful business. But actually getting there is a long process, with no shortcuts, and what customers are looking for changes over time. Right now, in the midst of a deadly pandemic, people are…

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Some people in customer service are real heroes. They give to others, and do for others, because that’s who they are, and they do it with no expectation of return. They take the extra time to do right by the customer, and create a delightful experience, without an agenda. Is that how you approach your…

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What do you see in the future for your business? Now that we’ve finally made it to 2021, I wanted to share some predictions for what trends I’m expecting to see in this year. Of course, a lot of these predictions are things that have been building for the past several years—but that doesn’t make…

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I’m optimistic. In fact, I’m very optimistic. But I’m not overly optimistic. Confused? I hope for the best…but I’m also prepared for things to not go the way I expect. A common mistake some people make is being so optimistic that they convince themselves everything will always go according to plan. That’s not the way…

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When you’re looking at ways to improve your customer experience, of course you want to start by making sure that you’re not missing something that other competitors are offering. But you shouldn’t stop there. That’s just baseline thinking. What are things you can do differently, to stand out from the competition? Get beyond baseline thinking!

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