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 [...]
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 [...]
Stop Telling Customers What to Do—Start Showing Them
🚨 Customers don’t have to do anything. 📌 When businesses say: ❌ “You [...]
The “F-Bomb” of Customer Service
What’s the F-bomb of customer service? It’s being "FINE" – where: 🔹 F [...]
Frictionless: The Best Customer Experience Requires No Service
Jeff Bezos once asked Bill Price, Amazon’s first Senior VP of Global Customer [...]
The Fastest Way to Lose Customers: Waste Their Time
Want to know the fastest way to lose customers? Waste their time. In [...]
Being Better Than Your Competition Isn’t Enough When it Comes to Customer Service
Your customers are no longer just comparing you to your competitors. They’re comparing [...]
Your Call is NOT Important to Us and Other Customer Service Experience Insights from Shep Hyken
In my recent podcast, I spoke with Shep Hyken, a member of the [...]
The “Good Guys” Win
It’s good for business when you’re good at what you do. It’s great [...]
The Pursuit of Discomfort and New Skills
Many people avoid challenges because learning is frustrating at first. But avoiding growth [...]