You want to deliver a great customer experience for every person who walks through your door (literally or figuratively). So what are the biggest obstacles getting in the way? A great experience requires more than just wanting it to be so; you have to identify the roadblocks inside your own organization and your own processes,…

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The same thing happening over and over again…does that sound boring to you? Maybe it’s boring, but when it comes to the customer experience, boring can be good! If you are able to deliver the same good experience every single time, with employees who are always knowledgeable and helpful, and an easy process, your customers…

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We all know that one person who loves to complain. It feels as though they always have something negative to say about the food, or the service, or whatever they deem sub-par that evening. As much as this type of person may annoy you personally, small business owners should love the complainer. In fact, embracing…

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No one likes it when they have to fight with a company to get the experience they were expecting. Going in circles trying to get a problem solved is miserable. To build a customer-centric organization, the situation should be the exact opposite: your employees should be willing to fight for the customer. When something goes…

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The key to providing a great customer experience is to be a little better than average, all the time, in every way. But every so often, a chance to provide one of those famous “WOW” moments rears its head. You might miss it, though, if you’re not paying close attention, and really listening to your…

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Customers want choice. For many businesses, an important aspect of keeping customers happy is giving them options to tailor the product or service to their liking. Recently I went to a pizza restaurant where you can customize your pizza by choosing from a list of many toppings. And the Chinese restaurant that I frequent is…

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When you’re preparing to make a purchase, what’s one of the first things you do? For many people, the answer is to look at reviews online. And the same is true for your customers, who want to know more about your business and your products or services. So how do you get customers to leave…

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Where does your customer’s loyalty lie? Many companies assume that the full loyalty is to the business, and so they take actions that end up damaging the customer relationship! It turns out that much of customer loyalty is actually to your employees, so when you take steps to automate the customer relationship and disrupt the…

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It’s important to get a customer…but it’s also important for your business to keep the customers you get, so that they continue doing business with you and coming back again and again! So do you know what your customer retention rates are? The good news: I’ve got a way for you to figure it out!…

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One of the great benefits of the subscription model for a business is that you have predictable revenue, coming every month from your customers. You have to prove to those customers that you and your product or service is worth the monthly cost, or else they’ll cancel the subscription. But if you think about it,…

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