Customer Service

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…

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…

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…

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…

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…

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!…

Have you ever had a truly amazing experience as a customer? One where someone at a business went truly above and beyond the call of duty to take care of you? With a little effort and creativity, you can create an experience your customer will remember forever. Watch this week’s video for some examples of…

In any business, there are some hard and fast rules that no one can break, any time. You can’t do something that’s illegal, or that’s dangerous to you, an employee, or a customer. But other rules are more like guidelines. While employees should be trained on the rule, they should also be taught to use…

Your customer, or a prospective customer, reaches out to you with a question. You give them an answer. Simple as that, right? Maybe not. A common mistake in business is to give an incomplete answer, answering part of the customer’s question, but leaving out information that either prompts a time-consuming follow-up question or a simple…