Don’t Just Fix What’s Broken—Build What’s Missing
Assuming you already provide an excellent customer experience and you’ve “pretty much” got it figured out… what, if anything, can you do to find out if there [...]
The Unpaid Employee: Don’t Make it Hard Work to Be Your Customer
Have you ever felt like an unpaid employee of the company who was supposed to be serving you? I have. And, that’s exactly why I switched banks. [...]
Stop Telling Customers What to Do—Start Showing Them
🚨 Customers don’t have to do anything. 📌 When businesses say: ❌ “You have to fill out this form.”❌ “You have to call this number.”❌ “You have [...]