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Communication Is Key, Part 1

The writing experts at Grammarly.com have an article that breaks down the four types of communication that happen at a business: “upward, downward, lateral, and external.” These directions indicate who’s talking with whom, and what their interpersonal relationships are with one another. Think about this in terms of a business…
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The Antidote for Inflation

Whether the United States is now in a recession has been the subject of much political posturing and debate. Regardless of how any of us feels about labels or technical definitions, the U.S. economy has shrunk two consecutive quarters amid soaring inflation and higher interest rates. A silver lining is…
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A Standout Customer Experience

Regardless of the industry, all businesses face competition of one sort or another. You might be tempted to think that you have no direct peers if you own a unique business in the area—like if you have your town’s only movie theater—but that’s a superficial distinction. You’re still competing for…
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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…
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Elevating Your Customer Experience

Shep Hyken is back at it again with another great blog about the difference between good and great, and why this is an important distinction when trying to maintain customer loyalty. As he cites, his “customer service research found that the top reason customers are most likely to come back…
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Good Intentions

The rationale behind why businesses should offer a superior customer experience is fairly practical. Great customer service begets stronger customer loyalty, increased sales, and greater revenue. Moreover, most of us believe that we should treat others the way we would want to be treated, i.e., with respect—in the hope that…
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Can Self-Service Fit Within Customer Service?

Self-service options have been all-the-rage for many years now, with one of its earliest manifestations appearing in the form of pay-at-the-pump gas stations. According to PetroleumServiceCompany.com, “In 1973, a station in Abilene, Texas, invented pay-at-the-pump. By 1994, about thirteen percent of convenience stores offered pay-at-the-pump. Less than a decade later…
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The Tide of Employee Turnover

While The Great Resignation has thrust the problem of employee-turnover into the spotlight recently, it turns out that it’s not actually a new challenge. It’s been a long, long time since the norm was individuals working the breadth of their careers for one company and retiring with a pension. In…
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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…
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