Customer Service
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 section? I suppose a fair number of people answered the…
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 they use in the Hawaiian Islands. I just returned from my…
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 just their lost business, but it results in lost business from…
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 drive home revenue and create new customers. Right? Not so fast….
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 it, find a way to see it from your customer’s point…
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 employees want that too. They want to work for an organization…
Why Bother to Sit In with Customer Service?
Over fifty years ago, I was CEO of a record manufacturing company in Hollywood. We were the only such facility on the West coast to provide and control the entire process from studio, through finished…
Customers Are Not Always Right
Your most unhappy customers are your greatest source of learning. ~ Bill Gates I am not sure who was the first to say, “The customer is always right,” but I think they were flat wrong….
How B2B and B2C Customer Support Differs
All customers are not the same. There’s a stark contrast between B2B (business to business) and B2C (business to consumer). Businesses have different goals and needs than the typical individual consumer, and so they must…
Leadership Skills: 4 Ways to Achieve the Ultimate Customer-Focused Company
In May 2007, Ranjay Gulati (Michael Ludwig Nemmers Distinguished Professor of Strategy and Organizations at Northwestern University’s Kellogg School of Management), wrote an article for the Harvard Business Review entitled “Silo Busting: How to Execute…
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