SCAM ALERTS
(406) 586-3036
FREE PHONE SHOPS

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…
VIEW FULL POST

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…
VIEW FULL POST

Overcoming Passive Aggressiveness

We’ve all dealt with passive aggressiveness—that is, a hostile attitude combined with the avoidance of direct communication, like when someone is upset about something but won’t admit to it. Honestly, most of us ourselves have been, at times, passive aggressive with others. And yet most of us would also agree…
VIEW FULL POST

Customize Your Customer Experience

When you dine at a restaurant, you want the staff to look at you as more than just someone who’s just hungry. When you buy a car, you hope the salesperson understands that you really do care more than just getting from point-a to point-b. And when you plan a…
VIEW FULL POST

Stay on Offense

We’re in the middle of the NFL playoffs, so the timing seems appropriate to talk about the importance of offense. Not football offense, of course, but business. And like a playoff, your business is playing for the right to play again next week. Win or go home. Succeed or go…
VIEW FULL POST

Becoming the Standard

Many trademarks and company names have become so successful that they are now synonymous with their class of products or services. There’s even a term for this process: genericide. You know of many examples and might not even realize: Kleenex is often substituted for any facial tissue, Aspirin for any…
VIEW FULL POST

Lessons from Amazon

In this week’s blog, we’re going to cover Shep Hyken’s recent video, *How Amazon Sets the Standard for Every Business.” Before we even get going, consider how evocative that title is. It’s easy to imagine that there are a lot of business owners out there thinking that they don’t compete…
VIEW FULL POST

Repeat Business vs Customer Loyalty

For our last dive into Shep Hyken’s ACA 2021 report, we’re going to take a closer look at rewards programs, and how they generate repeat business—and how this differs from customer loyalty. As we have in previous blogs on the ACA 2021, let’s first consider some numbers. Hyken asked his…
VIEW FULL POST

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,…
VIEW FULL POST

Recent Comments