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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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Going Above and Beyond the Right Way

In previous blog posts, we’ve cautioned about the dangers of offering an above-and-beyond level of customer service. While that attitude can certainly delight your customers, the level of effort required becomes unsustainable; worse still, those customers may eventually take those efforts for granted. But there are situations when going above…
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Great Customer Experience Means Consistency

At first blush, many of us think that delivering great customer experiences means going above and beyond for our customers. But delivering over-the-top experiences should be a rarity because they exhaust your business’s resources and the energies of your employees. In other words, businesses should only bend over backwards in…
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Transforming Problems Into Opportunities

You hope all of your customer interactions go smoothly and with little trouble. You’ve wisely trained your employees, tested them, and retrained them again and again to develop a consistent customer experience, one that is unimpeded by needless bureaucracy, surprises, or other nuisances. And you use customer feedback tools, including…
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