SCAM ALERTS
(406) 586-3036
FREE PHONE SHOPS

Your Culture Is Only as Strong as Your Customer Experience

Every business owner wants to build a strong company culture. You hire people who share your values, talk about putting customers first, and maybe even have a mission statement framed on the wall. And don’t mistake our pointing this out as criticism: these things matter. But your customers don’t really…
VIEW FULL POST

Can Your Employees Describe Your Business in One Word?

Imagine gathering your employees into a room, handing each of them an index card, and asking one simple question: “What’s the most important quality we offer our customers?” No discussion or collaboration. Just write down one word. What do you think you would get back? Would everyone write the same…
VIEW FULL POST

Customer Loyalty Is More Than a Punch Card

When business owners talk about customer loyalty, the conversation often drifts toward rewards programs, punch cards, or clever marketing tactics. But real loyalty isn’t built on a foundation of gimmicks. It’s built on three easy-to-understand goals: First, the customer is satisfied with what they bought. Second, they come back the…
VIEW FULL POST

Three Actionable Strategies for Building Long-Term Trust

As a small business owner, you already know that no matter how hard you try, complaints are inevitable. Something will break, someone will misunderstand, or a process will hiccup at the worst possible moment. But here’s the good news: when you’ve built a strong foundation of customer trust, those inevitable…
VIEW FULL POST

Turning Transactions into Relationships

Not long ago, a member of The Brandt Group shared a story that perfectly illustrates the kind of customer experience we should all be striving for. He had stopped into a local nature store—one of those specialty shops that sells bird feeders, seed blends, and other products for backyard birding…
VIEW FULL POST

Walking the Talk

“Customer-first” is a phrase you’ve probably heard a hundred times. Maybe you’ve even written it into your company’s mission statement. But as easy as it is to say, living it takes intention, discipline, and the courage to see your business through your customer’s eyes, to admit when you’re wrong and…
VIEW FULL POST

Balancing Quality and Convenience

It’s a fast-paced world, now more than ever. As a result, convenience often trumps a consumer’s demand for quality. Indeed, customers are increasingly willing to sacrifice at least some level of excellence in favor of greater speed or simplicity. As a small business owner, you might find the challenge of…
VIEW FULL POST

A Great Customer Experience Begins with a Great Employee Experience

For small business owners and managers, delivering an exceptional customer experience should be a top priority. But what if we told you that the real secret to a truly remarkable experience actually lies in your team’s experience? While it’s common sense to focus on customer-facing strategies, a great customer experience…
VIEW FULL POST

The Power of “Yes”

In the world of customer service, the word “no” acts as a barrier that shuts down communication and ultimately stifles solutions. As Dr. Nido Qubein, a renowned motivational speaker and entrepreneur, said, “I always start with a yes. It doesn’t always end that way after we’ve done the study, but…
VIEW FULL POST

Archives

Recent Comments