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The Journey Matters

As a business owner or manager, you know well that customer loyalty isn’t guaranteed merely by selling products or even by solving problems: it’s about making each interaction count for all its worth. Consider that even if your team resolves every customer request or issue that comes their way, the…
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Rise of the Machines?

Generative AI is rapidly transforming a variety of industries, not the least of which is customer service. Large corporations have been attempting to leverage AI to streamline their customer support departments through the power of Generative AI, using it to analyze customer interactions and improve responses through machine learning. This…
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Transparency Builds Confidence

One of the most significant obstacles to customer satisfaction is uncertainty. Customers often obsess over what could go wrong, from whether they’ve chosen the right options to whether the company is telling them everything they need to know before they commit. When customers feel unsure or feel left in the…
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Use Mystery Shopping to Improve the Customer and Employee Experience

  Savvy businesses understand that there are two kinds of experiences they have to worry about: the customer experience (CX) and the employee experience (EX). A positive environment will benefit both patrons and staff alike, and the surest way to achieve both goals is via a robust mystery shopping program.…
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Blame Is the Game No One Wins

Look, things don’t always go as planned. Mistakes happen, orders get mixed up, and misunderstanding will inevitably arise. It’s a fact of life. To err is human, and all that. What matters most, however, is how we handle these situations—especially in front of customers. We’ve often spoken out about the…
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When the Fight’s Not Worth It

Many business owners and managers have fallen into the trap of believing that every customer is worth fighting for. The age-old adage that tells us the customer is always right has convinced many of us that we need to bend over backwards to satisfy every person who comes through the…
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More Than Lip Service

All businesses should want to deliver an exceptional customer experience, but actually accomplishing this goal desire takes a lot more than good intentions. We have to do more than simply express our intention to improve, recognizing that meaningful progress requires a strategic approach and sustained effort. As Shep Hyken, a…
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Soothing the Burn of Rising Prices

Price increases are a constant challenge for both businesses and consumers alike. Inflation, supply-chain frustrations, and even rising minimum wages have all contributed to higher costs for everyone. These complications affect everything, both upstream and down, leaving many customers feeling like they’re being taken advantage of. However, with some thoughtful…
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