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Rise Above the Competition

The marketplace is crowded, whether from your competitors down the street or just a click away on the Internet. Customers have endless choices, and their expectations are sky-high. If you want to stand out and gain an edge, you need to find ways to demonstrate your commitment to their satisfaction.…
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Use the Carrot, Not the Stick

The Wall Street Journal recently posted an article titled “The Most Hated Way of Firing Someone Is More Popular Than Ever. It’s the Age of the PIP.” In this article, writer Lauren Weber describes the increasing use of Performance Improvement Plans (PIPs) across the corporate world. As she describes, “A…
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Assumptions Kill Sales

Employees are often expected to make quick judgments to serve customers efficiently. This is usually a great skill! But one significant mistake that can harm a business’s reputation and revenue is making snap judgments about customers based merely on first impressions. Prejudging makes it all too easy to make assumptions…
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A Great Customer Experience Begins with a Great Employee Experience

For small business owners and managers, delivering an exceptional customer experience should be a top priority. But what if we told you that the real secret to a truly remarkable experience actually lies in your team’s experience? While it’s common sense to focus on customer-facing strategies, a great customer experience…
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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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