I have always seen selfishness as one of the key sins of humankind. To think of yourself with little to no concern about others just seems to be a horrible way to live, not to mention being of little benefit to the evolution of a better world. However, there are many who defend selfishness with … Continue reading Why selfishness is hurting us and what we must do to change that.
Measurement. It seems we measure everything. In fact, there is a belief that if you can’t or don’t measure something, there’s no point in it. There may be a little truth in that, but I believe that too much focus on measurements can be detrimental. Many times, total focus on the result can diminish the … Continue reading Measurement. Does it help or hurt? It depends on how you want to lead.
When asked where his big break came, the comedian Michael Jr. says it was at a club. Now, don’t start thinking this was some place where talent scouts were known to hover and look for the next big star. Rather, it was an unassuming place where the comic had an epiphany of sorts that changed … Continue reading Real business success. Here’s the first step in making it happen.
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.
Every company says they want to create better customer experiences. Yes, even the ones that have leaders who do not understand customer experience. (How you can be a leader in a company and not understand something as simple to grasp as customer experience is beyond me. But that is another story.) Making experiences better requires … Continue reading Four crucial steps to improving experiences.
My wife and I just returned from a fabulous holiday. We were in Europe for 4 weeks. Unfortunately, there was one big hiccup that marred an otherwise wonderful time. The hiccup? My wife’s flight ticket from Munich to London was fouled up and her luggage got lost. As of this writing, it has been gone … Continue reading An airline, a lost bag, no communication, and a lost customer … a lesson for businesses everywhere.