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Using Value to Make Cost Irrelevant

Price has long been a sticking point for many consumers, regardless of the economic conditions. Whether we’re in a boom or a downturn, no one likes overpaying, right? But most of us also understand that cheaper experiences are usually inferior. Consequently, companies must often grapple with the challenge of offering…
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Sometimes the Customer Is Wrong

We’ve all heard that adage that the customer is always right. It’s a mantra that has shaped many of the interactions between businesses and their clientele. Upon closer inspection, however, most of us realize that this age-old saying is not always true. In fact, those of us who’ve worked in…
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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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Bad Service Says More about Managers than Employees

Customer service reigns supreme, as we all know. It’s the core tenant of offering a great customer experience—the combination of all the interactions your customers have with your company. As such, it plays a crucial role in defining your brand’s overall perception. When we experience subpar customer service, our first…
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The Whole Experience

Shep Hyken’s recent article titled, “We All Know What CX Means, But What about EX, WX, DX, UX, and More?,” is a tongue-in-cheek look at how customer service experts like to label everything as some kind of experience to manage. On this blog, we usually discuss the Customer Experience (abbreviated…
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The Power of Personalization

We all know that customer satisfaction is the make-or-break metric for all businesses, but small ones that don’t possess giant war chests to survive a string of bad press or ruinous policies. Personalizing your customer experience is how you keep that satisfaction high, as it makes those interactions about more…
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Finding a Competitive Edge

Every business is either looking for a competitive edge, or should be. Competition, regardless of industry, is perhaps at its highest level ever, especially given the online presence that most companies now have. In years past, two pizzerias on opposite sides of town might have been scarcely aware of one another; these…
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The Art of Compromise

Commerce is an intricate dance, one where both customers and businesses form partnerships toward mutual benefit. A customer wants a good or service, and the business is willling to provide it. The dance happens in the negotiation, but this often involves far more than simple haggling. Instead, so much of…
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