Amber asks, “How do you prepare for client meetings/calls when presenting deliverables? I tend to write down everything that I want to say as my thoughts get murky and I tend to stumble over my words. Is that juvenile? What is the best way to prepare?” A few steps make this easier over time. First,…
Summary In today's episode, I explore how exceeding customer expectations transforms satisfied buyers into a powerful army of advocates who fuel business growth. Here's what this means for you. You discover that the single most efficient growth mechanism is hiding inside your existing customer base, not buried in your marketing budget. You'll also learn these…
Amy asks, “How can we use AI to improve customer service? What are some ways to practically implement it?” Customer service is everything from the purchase onwards in the customer journey, and companies are faced with dual mandates: make service better, but make service cheaper. What are some practical applications of AI? The keys will…
Ava asks, “How can a local reseller market effectively against entrenched brands and big box stores?” Local resellers – like plumbing supply, home decor, electronics, appliance showrooms, etc. – fit in the category of value-added reseller. The key is the value-added part – a reseller is typically more expensive than a big box retail store…
Adam asks, “What is customer experience? Is it the same as customer service?” Modern customer experience management, as a discipline and a profession, is an amalgamation and evolution of four sub-disciplines: Voice of the Customer (1993) Design Thinking and UX Analytics, AI, and Big Data Champions and Defenders Watch the video for full details and…
Hamid asks, “Should my business deploy a chatbot for marketing and customer service? What are the reasons or risks?” Chatbots – and any form of automation – promise a programmatic, uniform customer experience. There are two considerations for making this decision: Cost to match the current customer experience Quality of the current customer experience Watch…
This toilet paper dispenser inspired me to share some thoughts on customer experience, business strategy, and what companies do most wrong: put themselves before the customer. Can’t see anything? Click here to watch on YouTube.
Here’s a brief thought exercise. Would you hire this employee? If they were on your staff, would you retain them? Punches the clock exactly, and refuses overtime without significant compensation Does the absolute minimum work possible to not get fired Spends their free time outside of work promoting themselves relentlessly Spends half their time at…
Service is the dominant form of industry these days. Everything is a service; in fact, -as-a-service is appended to an enormous number of industries. We have software-as-a-service. (the online apps economy) We have platform-as-a-service. (the API economy) We have vehicles-as-a-service. (the ridesharing companies) We have space-as-a-service. (home and office timesharing apps) Yet how many of…
Customer experience, or CX, has been and continues to be a hot topic for businesses seeking higher marketing ROI and longer customer retention. As with any seemingly new topic, we’ve lots of jargon to contend with. What is CX? How is it different from previous efforts to retain and grow customer loyalty? Let’s dig into…
