Blog

It’s a Wonderful Time of the Year for Customer Feedback

Yes, yes, yes, I know that it’s Christmas time and every business is busy with the business of selling, especially given the challenging time that we’re been going through. But, may I suggest that it’s also an ideal time to get some feedback from customers about the quality of the experience they would have received …

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Getting Employees to Love Your Customers Takes Effort

The link between culture and customers is still on my mind, so I’m sharing some more thoughts on the subject. Sometimes getting employees to love customers can be a huge challenge. We know all too well that if the majority of employees in a business dislike the customers, the end may be near for that …

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Why Businesses Have Trouble With The “Extra Mile”

I was writing the headline and chuckling to myself about the extra mile. We know that this milestone occurs when extra effort goes into a transaction or customer experience, in order to deliver customer happiness, beyond the expected end point. But, if many businesses have a challenge with just meeting minimum transaction requirements, how can …

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“Going Big” Influences Your Customer`s Happiness

Let me get straight to the point here. Every business decides just how happy its customers will be. If a business decides to do everything in its power to make and keep its customers ecstatically happy, then that’s what will happen. If the decision is to do just enough to keep people coming through the …

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All Performance Misadventures are not Cured by Training

Photo by Christina Morillo from Pexels There’s this misplaced belief that training of employees cures all performance failings. I encounter the plaintive cry of, “We sent so and so for training because his or her performance was declining.” So, I like to ask about what additional prescriptions were administered in the attempt to improve the performance outcomes. Often, …

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Solving the Customers’ Problems is an Inside Job

Whenever a customer visits, a business has a small window to make a lasting impression that is positive and grand. We’ve had a year and a half of a pandemic that has driven sweeping changes in how customers conduct business and their new expectations around how they want to be treated. We have the pandemic …

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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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