February 30th Newsletter Shortly after I woke up this morning, February 30th (also known as March 2), I realized that I failed to publish my monthly newsletter. Since April 2006 I have never missed a month and somehow February went …
$62.50 for a Cup of Tea!? (December 2021) A few weeks ago my wife and I took our son to one of his hockey games. It’s a regular event this time of year. He has to be there an hour …
The Customer Service Agent is Beleaguered – And It’s Not THEIR Fault Last week Shep Hyken, a friend, author, and noted customer service speaker, wrote The Customer Is Angry – And, It’s Not Your Fault (you can follow the link …
There is a difference between selling something and helping someone buy what they want or need. Frankly, I don’t like to be sold to . . . but I love it when people help me buy. What’s the difference? To …
When you’re trying to decide upon a course of action, to whom do you turn for advice and counsel? Let me ask it another way, do you seek out the advice of experts or just the opinion of others? For …
When businesses receive a customer complaint, they would be well served to listen carefully. Those that take the time to voice a complaint have likely been your most loyal consumers over time and are taking the time to bring a …
I recently started shopping for a vehicle to replace a 2008 Saturn Vue. Frankly, if the good folks at GM still made these, I’d have bought another one but that’s not an option. I was leaning toward a Jeep Trailhawk …
Are you on target? Do you have a sufficient understanding of your target market to know what the center of the bull’s-eye looks like, the concerns of your target customer, the ideal solution, likes and dislikes of competing solutions, components …
What do my doctor’s office and the local Chevrolet dealer have in common? Recently, they both decided to put the customer last. While my doctor’s office probably considers me a patient as opposed to a customer, people have choices when …
Last month I wrote about customer loyalty and posed the question of whether businesses understood why customers stay with them. But what influences buyers in the first place? As a former finance leader at LensCrafters I was one of the …
