The promissory tie that binds for kids, the pinky swear. Loyalty. Ask most business owners if they want customer loyalty and the likely answer would be, yes. The thing is, do they know what loyalty means and do they understand their part in it? According to the dictionary, loyalty means a strong feeling of support … Continue reading Businesses all want customer loyalty, yet many do not repay the favor. Don’t be them.

I have been hearing a lot lately about car dealers who have added coffee bars and free manicures to their dealerships. That all sounds nice but is that what customers want? While all those niceties are, well, nice, they are only window dressing unless the overall experience is great. From the marketing to the environment … Continue reading Window dressing is not the answer for improving experiences, but here are four meaningful steps that are.

Surveys, surveys, surveys. I am sure you get them; I know I do. And I think it is likely that, like most people I know, you delete most of them, unless of course someone or some company has done something outstandingly good or bad. This is just one problem with surveys. They tend to get … Continue reading Are your surveys customer-centric? Many are not and that’s a problem.

Things that make customers cringe: Waiting to get help from a Call CenterHaving no way to get to a humanBeing told to go to a list of solutions for the most common problems…that you must hunt through in vainChatbots that are no help at allMaking methods for reaching out to a company a treasure huntLack … Continue reading An easy way to stop things customers hate.

“Mr. Customer, your best bet is to go onto our website, find the return form, fill it out, and submit it. That will create a ticket and the process will get going.” How many times have you called a help center and gotten words to this effect and felt pain? Why is this so? Why … Continue reading Want to make more money? Make customers’ lives easier.