Customer Experience Versus Customer Service

One of the latest phrases that is being used is the customer experience. There is certainly a customer experience anytime a customer or potential...

Who Cares About Customer Loyalty?

Repeat customers, raving fans, angry backlashers, commodity shoppers. Oh boy, what a range of loyalty these represent. And in your years, you may have...

A Year-End Customer Service Inventory: 5 Questions to Ponder

As we approach the end of the year and look forward to the next year of serving our customers and building profits, the following...

9 Surefire Ways to Make Your Customers Happy

There is an oft-told legend about how Amazon CEO Jeff Bezos likes to make sure there is an empty chair at every company meeting:...

Are You Delivering Your Desired Brand Experiences?

One of the key indicators of branding success is how customers experience your brand. If their brand experiences don’t match your brand promises, the disconnect can truly...

Customer Service Training is for Managers Too

Good managers know that customer service is the lifeblood of any successful company. It’s costly to run a business that is dependent on “new”...

Why Putting the Customer First is a Profitable Strategy

As a provider of financial industry sales and service training for 20 years, I have been nothing short of horrified to learn about what...

Elephants and Customers Never Forget

According to a study by Dimensional Research on The Impact of Customer Service on Customer Lifetime Value, it turns out that elephants aren't the only...

Why It’s Important to Engage Angry Customers on Twitter

Haven’t you ever tweeted about a poor customer experience, product, or service? I know I have. There’s something cathartic about sharing it in the Twittersphere. Well,...

4 Ways to Build Trust with Customers That Can Transform Your Business

“Make hundreds of dollars a week just by stuffing envelopes.” Remember that tiny ad that used to run regularly in virtually every newspaper’s classified ad...

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