Customer Service

If you promise something to your customers, you better deliver! When you over promise and under deliver, it’s a big letdown for your customer. Don’t sell a half truth. If you get caught, it isn’t a half truth—it’s a lie. And that’s obviously a big problem. Now many business owners don’t intentionally mislead customers, but…

Were you surprised at the big business news last week that Amazon is acquiring Whole Foods? Do you wonder what this means for business? Are you thinking about what this says about how we should be thinking about our businesses today? In this brief live commentary we’ll look at why this move is driven by…

It’s the little things that, in the end, can make all the difference. When you’re looking for ways to improve your customer experience, finding small ways that you can incrementally improve things for your customers is a great strategy, and one that is often overlooked by most companies. Those seemingly trivial improvements might go unnoticed…

There are some situations where your hands are tied. Some industries are heavily regulated, and there are strict compliance rules and laws that you have no way around. These laws are often unfriendly to customers. But look for ways you can make life easier for your customers. Are there things that you can do that…

Have you ever had an interaction with a company that was so frustrating you lost confidence in their ability to do what you needed them to do? If you lose confidence in a company, would you still do business with them? Well, I recently had an experience that damaged my confidence in a company, and…

What’s the value of outsourcing as a small business owner? A large part is access to experts the owner doesn’t have in-house, and customization is a huge component of that. When small business owners consider partnering with third-party vendors in today’s fast-paced business world, those vendors must be masters of personalization. And take it straight…

If you’re trying to create a great customer experience, look at places where you’re putting the responsibility on the customer rather than on yourself. What does that mean? Well, have you ever had an experience as a customer where a company acted like (and genuinely believed) they were doing you a favor, but were really…

You’ve likely heard that customer service is the new marketing. And social media customer service is an updated version. It’s something you cannot ignore! Social media channels are no longer alternative customer service channels; they’re primary channels that you must pay attention to. Make sure that you’re providing great customer service on social media channels.…