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Confidence Leads to Loyalty

High quality customer service remains the linchpin of success. More than any other aspect of the customer experience, it defines the kind of relationships your business maintains with its customers. Is it friendly and mutually beneficial? Or is it adversarial and frustrating? Even though we all hope our transactions will…
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The High Cost of Layoffs

Yesterday, October 19, Federal Reserve Chairman Jerome Powell admitted that “inflation is still too high.” This comes amid reports that many large banks (especially at Wells Fargo and Goldman Sachs) are reducing their staffs in response. The financial sector is not the only group of industries cutting back, however, as…
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Building Trust Through Care

Pushing products and services onto customers is the wrong way to view sales. Instead, we should think of it as creating a meaningful connection and providing value. To promote these goals, we must recognize the distinction between what a customer wants and what a customer truly needs. This nuance is…
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Make Authenticity Part of Your Brand

Many customer experience blogs, including some of our own, will stress the importance of making every customer interaction personalized and engaged. Using the customer’s name, having knowledge of the purchase history, listening for empathy and comprehension, remembering to mention the current promotions or suggest the right add-ons—these are all critical.…
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