Let’s get this straight. Customers do not buy products, they buy what products help them do. Thus, the goal for businesses is to determine what it is they help people do and then proceed to help them do it in the best way possible. This means there is more to business than just selling a … Continue reading Do you know what game your business is playing? Is it the sell game or the serve game? Knowing determines everything.

Businesses send messages to customers all the time. Sometimes they are intended and sometimes not. I was getting some work done on my car and had to use the restroom. I walked in and …AAAHHHH!!! It was like a dingy truck stop in the middle of nowhere. But I couldn’t wait. Business had to be … Continue reading What message do your restrooms send?

“Customer satisfaction is the biggest driver of customer retention.” I saw this the other day as the subject in an email and had to ask, “Is this news to anybody?” This kind of thing always surprises me. How can things that are so obvious be such eye-opening news? It seems the customer experience movement gets … Continue reading C’mon business leaders, do you really need proof of the obvious? CX matters.

What do you do with a difficult customer? How do you deal with that jerk who seems intent on making life hard? This is one of the most challenging things for customer-facing employees to deal with and one of the most problematic situations for managers to try and remedy. You will hear all kinds of … Continue reading What do you do with difficult customers? The answer is more, not less.