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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,…
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Creating Your Company Culture

The late Peter Drucker—regarded by many as the founder of modern business management—used to say that, “Culture eats strategy for breakfast.” In other words, the collective expression of values is more important than plans of action. As The Management Centre explains, Drucker “didn’t mean that strategy was unimportant—rather that a…
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Should You Script Your Employees?

As you endeavor to improve the customer experience at your business, you’ll want to do everything you can to ensure that your employees are always delivering their best, most consistent performances possible. In fact, many businesses will develop something like a flowchart for employees to memorize to maintain that consistency.…
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Opportunity in the Chaos of Christmastime

‘Tis the season for jingle bells, hot chocolate, and gift buying. Where in previous years sales promotions like Black Friday took place on one day, now they all seem to be extended from the day of Thanksgiving onwards. There are lightning deals to catch and doorbusters to grab. As you…
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Lessons from Nike’s Amazon Departure

Earlier this week, Nike announced that the company will no longer sell its products through Amazon, saying, “As part of Nike’s focus on elevating consumer experiences through more direct, personal relationships, we have made the decision to complete our current pilot with Amazon Retail.” That pilot program began back in…
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A Service-First Sales Culture

According to a Gallup poll, as quoted in Shep Hyken’s article, “Five Ways Salespeople Can Contribute To A Great Experience,” salespeople are the lowest ranked profession outside of members of Congress. That there’s such a large negative sentiment to overcome for successful sales is a bitter pill to swallow. As…
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Workplace Harassment

Harassment is an uncomfortable subject for business owners. No one wants his or her employees—or customers, for that matter—to feel violated or objectified. Because most of us live by the golden rule, that we ought to treat others as we want to be treated, we feel a deep empathy towards…
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Delivering the Best Customer Experience

Delivering the Best Customer Experience Shep Hyken recently posted another invaluable article recently, “20 Tips on How to Deliver an Amazing Customer Service Experience”. Let’s do a deep dive on a few of his points to really reinforce the importance of emphasizing customer service above all else, even before the…
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Your Invisible Product

Service That Sells posted a great article at the end of last month that we want to spotlight today, titled “Why Do Restaurants Fail?” As they explain, “The bottom line is that restaurants fail because they couldn’t sell enough product to cover their costs.” That may seem obvious on its…
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