How Jerry in Accounting is Killing Your Company
One of the biggest problems that most companies face is they spend way too much trying to find, collect, compile, and fact check information. They do all that without ever
Category
Customer Experience
How the Hierarchy of Horrors Can Improve Your Business
In this video, I walk you through a simple four-step customer service improvement model made famous by FedEx called The Hierarchy of Horrors. You can learn more about this in
How To Stop Annoying Your Customers
A classic study shows us how why the small mistakes we make for our customers might have a larger impact than the bigger ones.
You can find the study here: http://webs.wofford.edu/boppkl/coursefiles/Psy150/Labs/SocialLab/Kanner81_Hassles%20and%20Uplifts.pdf
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Teaching the Blind to See
A CEO reached out to me a couple weeks ago.
He was horrified, and practically scared out of his wits. He called me after he experienced what he called, "the scariest
How To Put Your Customers in The Right Place at The Right Time, Every Single Time.
"I'm in the right place."
"This resonates with me and speaks to me in a language I understand."
"I can quickly find what I'm looking for."
"I know exactly what steps or actions
How to Perk and Reward Your Customers Properly
Here's a recent interview I did with Colloquy Loyalty Talks Magazine. In this article, we talk about how to more effectively surprise and delight your customers, and use your loyalty
Your Existing Customers Want This
Are you leaving money on the table?
Here's a mistake I see all too often.
[tweetable alt="Just because someone purchased from you yesterday, doesn't mean they won't purchase from you again, today."]Just because
Nobody Ever Won Monopoly Any Other Way
A couple of weeks ago I was asked to deliver a webinar to the SalesForcecommunity. As I prepared my presentation I came to the realization that the term Customer Relationship Management
The Unsexy Truth about an Overnight Success
I just returned from Austin, Texas and the SXSW Interactive Conference where I was invited to come and speak about Evergreen. The conference was jam-packed with some of the most
Polar Bears Don’t Hibernate
Animals don't hibernate because it's cold. They hibernate because the cost of obtaining food outweighs the gain. It's just easier to sleep it off.
Winter is not just hard for bears,