Customer Service

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,…

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…

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…

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…

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…

Some companies are real rock stars when it comes to customer service. So what can you learn from them, and how can you take their ideas and practices and make them your own? The Interbrand Best Global Brands List just came out, and the list had the same 1-2 for the 6th year in a…

Good customer service isn’t always just about giving a person what they want; it’s about giving them what they need. The best customer service involves doing what’s best for the client, even if that means digging deeper than just what the customer thinks they want. The best people know how to do that with tact…

What can you do when your competition matches you in quality, price, and service? What can you do to stand out when you are so evenly matched? After hitting those three fundamentals, the next level to add to differentiate yourself is convenience. If you’re easier to do business with, and your customers know it, you’ll…

One of my favorite restaurants was famous for having its maître d’ walk backwards up the stairs while conducting guests to their tables. For a long time, I assumed it was a fancy ritual, one of those things that is done in high society. Decades later, I found out the truth: it was all about…