Think your loyal clients will automatically stick with you forever? Think again. One small mistake can cost you millions — and it happens more often than you think. Why Client Relationships Matter More Than You Think A common mistake many businesses make is assuming that clients will always remain loyal without consistent effort. The truth…
The #1 quality of a customer service superstar isn’t technical skill or product knowledge — it’s their ability to care deeply about the concerns of others. The best customer service employees consistently think from the customer’s point of view, not their own inconvenience. They are humble problem-solvers who listen actively, respond thoughtfully, and remove friction…
The Customer Is Always Vulnerable: Why Emotional Intelligence Is the Key to Customer Loyalty Forget the tired, old adage; “The customer is always right!” It’s just not true…or even relevant, anymore. A Better Truth: “The Customer Is Always… Vulnerable.” Whether you’re in retail, B2B, healthcare, hospitality, or tech, one truth remains constant: your customer feels…
In tough times, most companies become obsessed with their competition. They want to know if others are struggling too.Progressive Insurance wants to know what GEICO is doing. Macy’s wants insider information about Nordstrom. Ford wants to know Chrysler’s secrets—and so on. And because I speak or consult with more than 70 organizations a year (often…
in this episode I want to talk about the evolution in the ways Your Customers WANT to be served. Last week, I was lucky enough to spend time with a company called NICE –…NICE has a groundbreaking Cloud-Based software suite called CXONE – that will help you perfect the customer experience…which you need to do because 80% of customers will bail on you after just ONE bad experience…now I have to tell you that I am not being paid to say this.
In this How to start a small business series, I’ve talked about cash flow management, how to find your customers, and today I’ll describe how to KEEP your customers coming back. It’s one thing to do clever marketing to attract customers but you want to sustain your business so you need return customers Here’s the First tip.
Does your brand have a strong enough “story” that your product or service sells itself? A strong brand story stirs emotions in people…gives people a compelling reason to buy. And the story has to be simple and powerful enough so that you can’t wait to repeat the story to your friends. If a brand causes you to “feel something” there is a good chance you will become an UNPAID salesperson for the brand.
I’ve got a totally fresh approach for teaching customer service. I’ve actually invented a bulletproof way for your entire team – from the entry level on up – to instantly start improving your customer experience. A bold statement, right? Well, I’ve written and produced (14) HR training films on this subject and written books on Customer Empathy and Customer Urgency. And over the years, I’ve seen the formulas for building a “customer centric culture” get more and more complex.
I want to talk about when loyalty happens. It’s the final moment of every transaction. All of our lives we’ve been told to make a good first impression…and that’s certainly important but the most important moment is our final impression. How your customers feel at the end of the transaction influences if they will come back…and more importantly, what they will tell other people about you.