Blog

A Business Should Become its Own Customer First

It is well-established wisdom that the best route to mastering an activity, is through practice.  Well, I am suggesting, on behalf of the customer experience (CX) improvement practitioners of the world that the   best way to master customer experience is to “live” in the customer’s shoes. I’m not referring to walking a mile in his …

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Unfreezing Frontline Fear of “Difficult” Customers

Picture this. A customer who looks like she’s about to breathe fire and brimstone, as well as call down the wrath of the gods, approaches a service counter at a business. The customer service representative (CSR)   at the counter sees the customer advancing and notices the grim facial expression, the pounding gait and the deathlike …

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Results….The Fifth Customer Love Language

So, here we are at Results, the point at which all five of the customer love languages converge to deliver customer success. To the customer, when his or her top of mind expectations and desired outcomes are met, that represents success. In the past, results meant simply one thing……solutions, as in products or services performing …

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Options…The Fourth Customer Love Language

To a customer, changing his or her mind in the middle of a purchase seems like the most natural thing in the world. Now, let’s say the scenario relates to the purchase of a vehicle, where the transaction may be at the point where almost all of the paperwork is done and the decision may …

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Simplicity…….The Third Customer Love Language

Simplicity is the customer’s third love language. In a world of overstimulation, simplicity is a welcome diversion. Individuals are being overloaded with decisions on a daily basis and appreciate when they don’t have to do any heavy lifting whilst interacting with a business. The problem is that not all businesses take the time to make …

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Accessibility…….the second customer love language

One of the customer’s big love languages is Accessibility.  Typically, we think of accessibility as the customer’s ability to make contact with a business in a way that matters to him or her. What good is a telephone number for a business if it doesn’t patch you through to a successful landing point that provides …

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Great Service Thrives When Bureaucracy Is Eliminated

There are fifty million ways to frustrate your customers, but one of the most infuriating is red tape overwhelm. When was the last time you went to pay for a service (that couldn’t be done online) and you first had to go to department A to fill out the forms, then wait for them to …

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The Journey to Customer Success

Over the past three months, during the “normal” curtailment of customer activity, we noticed some pretty impressive upticks in customer love being demonstrated by some businesses, which was laudable. I’ve been on the lookout for businesses that have sustained a commitment to keeping their customers happy by delivering memorable experiences. Predictably though, some have begun …

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Calm Employees Create Calm Customers

Have you ever witnessed a fracas between a customer and a frontline employee? For those who have not had the experience, take it from me, it’s usually neither a pretty sight, nor a pretty sound. For those of us who have been unfortunate spectators, it brings out a lot of sighing and head shaking. Often, …

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What’s your game plan for building customer love for your business?

The first half of 2020 has been nothing short of pandemonium for both individuals and businesses. We’ve been battered and bruised by a raging pandemic that is fast forwarding everyone and almost every business into the “next” normal. As we contemplate our new landing points, we should spare a thought for how this pandemic has …

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