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...

The Top Customer Experience Lesson from Hawaii

If you’ve ever been to Hawaii, you’ll totally “get” this post. And, even if you haven’t, read on to discover the top customer experience strategy...

5 Steps to Turn a Negative into a Positive Customer Experience

A negative experience often means the customer goes elsewhere with their business—and often they tell their friends. So each lost customer means more than...

Turning Support into a Strategic Resource for Your Business

In traditional business, customer support teams focus solely on satisfying the customer. They enable a pain-free, enjoyable customer experience while sales and marketing teams...

Your Customer’s Point of View: Walk a Mile in Their Shoes

Sometimes, I think the best marketing advice I can give someone is before you say it, do it, print it, record it or announce...

How to Deliver Excellence: It Isn’t an Accident

I’ve never met a business owner or leader who didn’t want the employees of their organization to deliver excellence. And the truth is most...

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