How a Company’s Culture Influences a Customer’s Experience

For many weeks now, I’ve been addressing the various ways you can influence, improve and rectify the customer experience your company provides. These ideas and strategies have ranged from your [...]


What Do Your Customers Expect?

We expect customers to have expectations. Wouldn’t you agree? When you’re a customer, you have expectations for companies. When you’re a manager, you have expectations for employees. When you’re [...]


Why Does Customer Service Matter?

Most companies want to increase the quality of their customer service – do you? Why do you? Why do I ask? Well, here’s the deal. Given most companies want to deliver better customer service, it [...]


Is the Customer Always Right?

Is the customer always right? Isn’t this the inevitable question when it comes to customer service? It sure seems to be the case. But, here’s my take: if we’re asking that question, we’re not [...]


A Simple 5-Step Sales Process: Win with It!

The sales process makes or breaks the sale. What is more important to the client you are selling to – your sales success history with other clients you have helped in the past or the [...]


Simple, Fast, Effective Customer Service

What do your customers want? How do you exceed their expectations? How do you ensure that what you’re offering your customers is exactly what they need? How do you answer these questions? [...]


A Continual Commitment to Superb Customer Service

Is great customer service a target you suddenly arrive at after years of experience, practice and research? Or is great customer service a commitment your business maintains consistently to reap [...]


Innovation’s Important Role in Great Customer Service

How does innovation influence the customer experience your company delivers? Innovation and customer experience don’t always happen to be topics on the same table – one is associated [...]


What IS the Customer’s Experience?

When companies think ‘customer service,’ they can easily form certain conclusions and assumptions around what that means. If they haven’t defined who their customers are, what [...]