Like it or not, consumers are gauging the purchasing process through the lens of experience. Every word, motion, action, or inaction, seems to be subject to an experience scorecard. If your company is not buying into this, you are most likely l...

Be the customer from time-to-time. Thank about how your products, and services affect the buyer. As you peer through the user lens, ask yourself what you would want to know. This periodic exercise can be fun, and beneficial to your bottom line!...

Do you give customers detailed information? How often? Is it vital information? Are you bypassing the release of pertinent information the customer is wanting to receive? What formats do you use to communicate information. Is this information w...

Solving customer problems requires a rolling up of the sleeves, managing the details, and finding a workable solution. This can be hard work requiring patience, diligence, and research. Is this your company? If not, should it be?

CIT units are a valuable corporate component that can offer insight to necessary changes. As many athletic coaches have said, “if we are not striving to always get better, we are getting worse.” Why? Because competitors who use CIT units will s...

Most customers like it when vendors display good listening skills. Vendors have heard plenty of customer feedback, and many times the feedback is very similar. As a result, the vendors start to finish the customer sentences in hopes of speeding...

Very few customers admire vendors that talk over them. Humans have two ears to listen, and only one mouth to speak. If over-talking is overtaking your customer interactions, then maybe it’s time to let listening overtake talking?

Business writing skills are deteriorating quickly. As we drag societal norms into business, our letters and emails are filled with cryptic acronyms, incomplete sentences, and confusing messages. Where are you in this mix? Where is your team in ...

Customers rely on vendor product knowledge like a car driver depends on headlights in the dark. As vendors, we are called on to share our knowledge in a professional manner. Are you being professional, or is the art of condescending auto-correc...

The true cost of creating unhappy customers is crippling. Let the next 60 seconds tickle your ears, and improve the ways you are servicing customers.

Scripted, and teleprompter utterances are overwhelmingly rejected by the most recent generations of buyers. Authenticity is the desirability of modern consumers. So, what are you doing to answer the call?

Often times, customers are much smarter than we give them credit for. In fact, customers usually know when we are shoveling them word-dung. What if you started telling customers what they deserve to hear?

Making outlandish claims is a huge shortfall in the business world. What if you could use seven, simple tools to covert your statements into provable claims. Tune in for 60 seconds and we will share the Magnificent Seven!

This “give and take” world needs more professionals who invest in the future of business. We spend our careers learning our crafts, and then earning the rewards. Yet, many of us stop right there. What if we were to add a RETURN chapter to our c...

Simply put…do you teach CSR mechanics that emphasize getting to the customer, before they get to you? Imagine the depth of customer satisfaction if your company aimed at this target?

Red Zone Tugging (RZT) is one of the largest contributors to customer defections. Perhaps today is the right time to investigate if your business is infected with RZT?

Continuous Improvement can be fun and lucrative. All it takes is a mindset that hinges on asking, thinking, identifying, researching, listening, observing, trying, applying, or frying.

This mindset personifies a customer-centric culture that delivers excellent satisfaction. Buyers reward vendors who deliver customer-first service. Want more repeat and referral business? If so, then start reshaping your service model today!

Does your company culture contain a mindset that values vendor relationships. Today might be the perfect day to turn your purchasing team into a Vendor Relations Team!

Putting customers on a service merry-go-round sews seeds of discontent, and many times leads to permanent customer defections. Maybe it’s time to stop the gamers in exchange for instant servicing?

Technology now provides tools that allow us to read, respond and react to customer issues with lightening speed. However, so many companies have leaders who cannot answer a simple question for 2 weeks. Why? Because they are traveling. How lame!...

Does your customer know where to turn to get an answer? Maybe it is time to consider ways to stop keeping customers in the dark!

Sometimes we make doing business harder than it needs to be for our customers. Maybe this is a good time to pick up a shovel, and streamline the tasks we require from our customers.

Random audits are a great way to discover, and fix mistakes you don’t want to keep passing onto customers. The bottom line…never allow your deliverables to look like wilted mint in a mojito!

What if something “OLD SCHOOL” could be considered “FRESH” by our customers? Maybe it’s time to take a trip to the post office!