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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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Peloton Interactive: A Case Study

One of the most important assets any company enjoys is its reputation, both in the way it is perceived by consumers and by how it is seen by potential employees. A bad reputation is hard to shake off, as memory for the mistakes seems to last longer than for the…
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Crush Frustration with Efficiency

In a recent blog titled Simplify the Complicated (Part Three), customer-experience expert Shep Hyken discusses the importance of businesses simplifying their sales and customer services processes for improved productivity. He quotes Einstein, saying, “Genius is making complex ideas simple, not making simple ideas complex.” Hyken essentially challenge us to find…
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Boost Your Business with Generosity

The customer experience is the key differentiator that separates businesses that enjoy years of sustained growth and success, and all the rest. Savvy business owners and managers know that in order to create great customer experiences, their businesses must offer memorable ones. One highly effective, if often overlooked, strategy is…
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Why Every Small Business Needs a Mystery Shopping Program

Small businesses face a series of unique challenges that high-quality customer service difficult to maintain. Unlike large corporations, for example, small businesses often operate with fewer employees and resources, which can lead to inconsistencies in service—particularly when employees juggle multiple roles and responsibilities. Further, small businesses are usually more vulnerable…
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How to Avoid the Common Customer Service Mistakes Small Businesses Make

Customer service is a cornerstone for all successful businesses, but it is especially critical for small companies where every individual customer matters. Despite this fact, many small businesses fall into common traps that damage their reputation and, ultimately, their bottom lines. Let’s talk about these mistakes and consider actionable advice…
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Train for Success: Use Mystery Shopping for Leadership Development

Strong leadership is the cornerstone of any successful small business. Effective leadership drives both company growth and fosters a positive work environment, as it sets the tone for providing an exceptional customer experience through example. When leaders prioritize customer satisfaction, their actions resonate through the company and provide the right…
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