Customer surveys are important. We need to ask questions to understand how our customers feel about our products, our services, our business. For example, “What do you think about this offering?” But sending that survey without questioning the questions regularly is detrimental to understanding your customers’ changing needs. Sometimes you just need to change a question. And sometimes that […]

The customer is always right. This has been the golden rule of customer service forever, but is it correct? 

The truth is, the customer is not always right.

Customer retention is everything. Today many companies are obsessed with striving to create unique experiences that delight customers to keep them coming back for more. However, before we focus on delighting customers, we need to get the basics right.

Customer service and customer experience are often used interchangeably, but they are  two very distinct concepts. So what’s the difference?  Customer service specifically refers to the interactions that customers have with a company’s employees. Customer experience encompasses all of the interactions and touch points a customer has with a company, including its products, services, brand, […]

In the spirit of adding to the noise of setting goals and self improvement in the new year, let’s pile some ACTUALLY helpful reading material for your business. Some books are a “nice to read” but these 3 are full of practical tips and insights on how to improve your general customer experience AND increase […]

Think you don’t work with customers because your stakeholders aren’t called ‘customers’? Think again. Everyone is a customer. The concept of a customer is often limited to those who walk into a store and purchase a product or service. However, the reality is that everyone is a customer in one way or another. Whether we are seeking […]