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The Wow Starts Now

“The Customer Experience” is a catchall term you’ll hear thrown around a lot in the retail and service industries. It encompasses the entire interaction a customer has with your business, including everything from branding impressions, the store visit, and to what happens after—customer service, sales, and support. For a restaurant,…
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Avoiding More Common Mistakes

Last week, we took a look at Gene Marks’s article for The Hartford, wherein he explained many of the common pitfalls that small-business owners fall into. This week, let’s take a deeper look at a few more critical mistakes you should avoid. Don’t Overwork Yourself Marks admits that “running a…
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The Trust Economy

Reputation is everything. It encompasses every aspect of your business, from the quality of your products to the care you show your customers. It’s word-of-mouth, and it’s the number of stars on Google Reviews, Yelp, or whatever else. Perhaps most of all, it’s a measure of your business’s trustworthiness to…
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How to Safely Reopen

Stay-at-home orders began on March 19, 2020 in America, more than 440 days ago at the time of this post. Since then, nearly every business has had to contend with closures, reduced staff, social distancing implementations, supply-chain interruptions, and much more. Many restaurants became to-go only, and even doctors switched…
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Using Mystery Shops to Coach

You’ve made the decision to start mystery shopping your company, and now your first reports have arrived. Perhaps they’re a mixed bag: some did great, others so-so, and a few poorly. How should you, or those employees’ manager, use this data to instruct them? Reinforce When discussing what went well…
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Never Force a Customer to Call Twice

While it’s true that people’s attention spans are growing shorter every year with our on-demand, always-connected lifestyles, what’s also diminished is our patience. There’s hardly ever any need to wait for anything now. Think about it: Want a product? Your favorite online retailer can probably deliver it in under two…
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Learning from the Competition and Beyond

Customer-service expert Shep Hyken has another great take on what it takes to deliver a superior customer experience, this time taking a look at the importance of studying the competition. But, as he explains, it’s not as simple as copying what they do: “if all you are is a copy…
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The High Cost of Cheap

Consider the age-old saying, “you get what you pay for,” and compare that to another that says, “a fool and his money are soon parted.” These are two extremes on the axis of value, where each of us has to judge whether something is worth the cost. But as we…
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A Year Later

It’s hard to believe a year has passed since the President declared COVID–19 a National Emergency. Almost none of us back then had any guess as to the kind of year we were in store for, as we all faced lockdowns, shutdowns, shelter-in-place orders, social distancing mandates, reduced occupancy edicts,…
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