Understand the Why Behind the What

Are you focused on solving your customer’s problems? Doing so can actually be a bit more complex than you might initially think. It’s not enough to know what you sell. You have to understand the “why” behind the “what.” Why do customers want what you’re selling? Don’t just identify the surface, immediate issue; look for […]

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Are Your Customers at Risk of Switching?

Customers want and expect better customer service than ever before—because we taught them to. Customers don’t just compare your business’s service to your direct competitors; they compare your service to the best service they’ve ever experienced, anywhere, from anyone. The bar is constantly moving higher, and when a business fails to clear that bar, customers […]

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What Does “I’m Sorry” Really Mean?

Two of the most powerful words you can use are “I’m sorry.” But don’t abuse those powerful words by using them as a substitute for “too bad!” We’ve probably all had experiences where we asked for something, and got an “I’m sorry” response that did double-duty as both an apology and a statement of, “Too […]

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How Consistent is Your Customer Experience?

If a customer talks to two of your employees and asks them both the same question about your products or services, will they give the same response? If not, you could have a big problem with consistency. Inconsistent answers lead to customer confusion and a lack of confidence, which is a killer for trust! I […]

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Is Your Loyalty Program Creating Customer Loyalty?

It seems obvious that just by having a loyalty program, it must be creating loyalty. But are your customers loyal to your business, or are they loyal to the loyalty program? It’s a key difference! There are three general types of loyalty programs: Discounts/Perks Programs, Relationship Programs, and Membership Programs. Learn about some great examples […]

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Are You Customer Focused?

Customer-unfriendly policies send a message, and not just to your customers. They also send a loud and clear signal to your employees about the culture and values of your company. I recently had a conversation with a potential client that very clearly illustrated the difference between a customer-focused company and one that is not, as […]

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Setting the Standard for Customer Service

Who sets the bar for amazing customer service with your customers? Is it the best service in your industry? Not exactly. You no longer have to keep up with your competition, but you now have to keep up with your customers’ expectations—and the bar is the best customer service regardless of industry. The best customer […]

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We’re All Responsible for the Customer Experience!

Who is responsible for the customer experience in your business? Every department should be contributing, from marketing to communication to sales and more. Customer service is everything you do that touches the customer, and when everyone does their job, the customer does what all of us hope they will do: come back again and talk […]

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