Make sure your customers are getting the value and benefits they paid for. You have customers that sign up for your service or pay for your product and then never use it again. Isn't this a waste of money? Yes, it is. Why should you care about these customers? After all, they already paid … [Read more...]
How to Gracefully Handle Waiting Customers
At one point or another, your customers will need to wait. Your customers will wait before, during, and even after their transaction with you. How you attend to the customer during these three stages will greatly impact their perception of you and their likelihood to purchase from you … [Read more...]
Why Consistency Will Make or Break Your Business
Consistency is the key to a great customer experience. If you start slipping up or forgetting things, your customers can only assume other problems are afoot as well. On a recent vacation, the hotel we stayed at was consistently inconsistent. Everyday that the housekeeping crew cleaned our room, … [Read more...]
Book Review: Joker One
Joker One: A Marine Platoon's Story of Courage, Leadership, and Brotherhood is not a book about customer service or business. However, this book is full of insights into what makes a great leader and how, just like Marines in battle, your business will encounter a lot of surprises. Joker One is … [Read more...]
Where is your customer service?
If customers are searching for your company's customer service, they need to find you and not a third party website. One surprising source of visitors to this site is people who actually think that I am the official representative of the company they want to reach. For example, I get lots of … [Read more...]
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