If there was a simple tactic that you could easily employ that could generate more referrals in the next thirty days than what you normally generate in a quarter (or possibly a year), would you be interested? Or if there was a simple practice that you and your team...
read moreCustomer Delight
How to Increase Customer Retention By Creating More Remarkable Experiences
Have you ever been frustrated that, after doing everything you can to win a new customer, it seems that far too often, far too many of them don’t stick around long enough for them to be really profitable? Or have you ever been frustrated watching long-time...
read moreHow to Calculate and Improve Your Net Promoter Score
Last week I talked about how to generate more customer love (Note: if you missed that video post, click on the following link >> so you can watch it and then return to this post when you’re finished). But the question is, how do you know if you’re succeeding at...
read more4 Keys to Generating More Customer Love
When was the last time you were surprised by a company or business that you used? Can you remember it? How did it make you feel? Well, if you’d like to generate more of that kind of customer love for your business, you’ll want to watch this week’s...
read moreThe One Area Where the 80/20 Principle Doesn’t Work (And It’s Hurting Your Business)
In my last post I talked about the power of the 80/20 principle, along with a new twist on it, the power of focusing on the 20% of the 20% (i.e. getting super focused on the very few activities that have the greatest potential to make a significant impact on your...
read moreThe Key to Making Your Customer Service Produce Raving Fans
If you were to give yourself a grade between 1-10 (high), how high would you grade yourself on the hospitality/friendliness scale? How about your company as a whole? Your sales team? Your admins? Your call center? Your customer service team? If you want to attract and...
read moreThe #1 Key to Not Frustrating Customers, Employees and Prospects
While it may not be intentional, you or your business are needlessly ticking off someone somewhere. Trust me, every company does. Sometimes it’s rather innocent (e.g. someone forgot to delete a calendar event on your website when the event was cancelled—and...
read moreThe Key to WOWING Your Customers and Clients
One of the interesting correlations on the recent reader survey I conducted was between questions two and three. Question #2 was, “Which of the following issues are problems that you’re wrestling with in your business or organization?” and Question #3 was, “What...
read moreWhat Are You Doing to Surprise Your Customers
A little over a week ago, I spent five days with a group of people at the home of one of the top internet marketers in our nation, Tom Antion. Getting to spend five days with someone who’s one of the best at what they do, is a pretty cool experience. And Tom does a...
read moreWhat’s Your Service Recovery Procedure?
If someone on your staff makes a mistake or you promise to deliver something on a certain date, and that doesn’t happen—what’s your service recovery procedure? Even if it isn’t your fault, what can you do to recover from that? If you don’t have a recovery process in...
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