How to Increase Customer Confidence (starting today!)
If you’ve ever considered how to increase customer confidence, you’re not alone. Confident customers tend to buy more without haggling over price. They tend to openly promote the company behind the products or services they are buying. Best of all, they refer others… What underlies customer confidence is trust. They essentially go hand in hand […]READ MORE
Are Your Employees Irritating Your Customers?
Are your employees irritating your customers? This was a question on my mind last weekend after I had left town for a few days. During my trek, I stopped by two different destinations, both in the same town. First, I grabbed some lunch at a restaurant. The person waiting on our table was very friendly. […]READ MORE
Segment Your Customer Experience [is it necessary?]
I went away on a little “socially distant” motorcycle trip this past weekend. When our group arrived at the motel, we looked like a bunch of bank robbers taking over the place. Our hosts went out of their way to make sure everyone felt welcome, despite our black leather and facemasks. They did this with […]READ MORE
Why Customer Experience is More Important Than Ever
With the current business climate and market instability, there are two things you need to focus on. First, focus on your existing customers’ experience. How are there interactions and experiences with your business amidst these uncertain times? Secondly, how many past customers can you connect with who may not be having a great experience with […]READ MORE
Are Your Products Meeting Customer Expectations?
It’s difficult enough today to attract customers or clients only to lose them over a less than satisfying experience. I’m not talking about poor customer service, although I could write a book on the topic (p.s. Actually, I am writing a book on this topic. For now, however, feel free to grab a copy of […]READ MORE
How Underestimating Departure Times Killed Credibility
This past week I was flying from Toronto to San Diego, a relatively straightforward flight with one stopover in San Francisco. Unfortunately, this didn’t end up being the case. Upon boarding the Air Canada flight, all the passengers were notified by the stewardess that the Captain and First Officer had not yet arrived for the […]READ MORE
Use Service-ability to Create a Competitive Advantage
I was boarding a plane back from Ottawa last week and was faced with the reality of having to sit at the “back of the bus” as I call it, last seat at the back of the plane. I was happy to do it though (despite someone presumptuously taking my seat and asking me in […]READ MORE
It’s Time to Take a Closer Look at Existing Customer Accounts
If you are trying to grow your revenue, are you looking in the right places? That’s a question I ask during most of my client strategy sessions because, in my experience most organizations seek new business growth (i.e. new customers, new clients) but pay little attention to the opportunity that exists in growing revenue of […]READ MORE
Please Be Advised
Are you using templates and processes in an attempt to ensure your customer service representatives are delivering a consistent messages? If so, have you confirmed whether these responses are actually serving your customers? There are few things that I find more frustrating than receiving a “canned” response during an interaction with customer service, and this […]READ MORE
Do you have a secret sales force?
What is a secret sales force? Let me explain through an example. As spring is upon us, I spent some time last weekend trying to line up a load of topsoil to be delivered for our flowerbeds. Although we live in a small community, there are three nurseries within a short drive that offer topsoil […]READ MORE