Customer Retention 101: 4 Ways to Keep Clients Coming Back for More
We’re celebrating our 20th year in business in 2024 and am thrilled to say that each of those years has been profitable.  In doing a recent client review, we took... Read More
The #1 reason optimization fails
Everywhere we turn these days, we hear more and more about optimizing — our business, our health, our relationships, our tech, etc. I’m a huge fan of optimization and would... Read More
Learn from these 3 epic customer experience fails
I’ve been in research mode… signing up for different membership, subscription and one-off courses to gather data for my upcoming book. Here’s what I’ve experienced from the last three: It... Read More
4 steps for winning back former clients
You likely already know it takes less time, energy and money to keep a client than to get a new one. Nothing new. But what about bringing back, or reactivating,... Read More
Making Extreme Client Care™ Tangible
You’ve heard the saying “the devil is in the details” — so true, and the same is true of Extreme Client Care™.  It’s the little things that matter, the little... Read More
Quantifying Extreme Client Care™
It's easy to get caught up in the "I'm too busy" or "that's too much work" or "there just aren't enough hours in the day" mantra of business ownership where... Read More
National Handwriting Day
Each year, January 23rd is celebrated as National Handwriting Day. Being a fan of handwritten notes, cards and letters, especially in this era of digital everything and instant communication, I... Read More
Increase Profits with These 5 Retention Strategies
The proof is in the stats: It costs up to seven times more to gain a new client than to keep a current one. A 5% increase in customer retention... Read More
How businesses tick off potential customers
Recently, a long-time friend and client celebrated her wedding anniversary -- 48 years. I called a florist in her town, ordered something very specific, confirmed they had it in stock and it... Read More
Client Experience: 3 examples of what not to do and 1 winner
Imagine you receive a monthly subscription of dog food. An email comes in that the food’s on its way. A few days later, another email… food’s been delivered.  Only no... Read More
Handwritten Notes – The impact of sending them consistently
A colleague called recently to thank me for a card I’d sent – yep, an actual card that I personally wrote, stuffed, stamped and mailed. After thanking me, he mentioned... Read More
Trust built or destroyed?
Would you rather listen to this article? You can do that here. Are you experiencing some good and not-so-great services/customer experiences lately that affect your level of trust with the... Read More
Surprise and Delight: 4 Simple Steps to Extreme Client Care™
How are you welcoming new clients/program members and celebrating with/congratulating existing clients?  Recently I was speaking with a real estate broker and coach around our team creating her membership program... Read More
A simple way to increase engagement
Are you treating all members of your list the same? If so, you’re missing out on a huge opportunity.  In reviewing a client’s membership program and email communications, we saw... Read More
Defining your Client Success Model™
Do you have a Client Success Model™?  A visual representation of “If you have these things handled and optimized, you’ll have X results” for your clients? It’s also a visual... Read More
Beautiful job of marketing a subscription program
Have you been considering a membership program or have one and are struggling with the marketing? If so, you may want to check out to see their process. Note... Read More
A simple way to improve the client experience
Happy New Year!  Have you ever been excited about something only to feel let down when you got it? That was me this weekend. Excited to jump into the new... Read More
Being true to your process…
A client reached out and asked for a quick call before heading into a strategy session with one of his clients. The question was simple: Did I have any thoughts... Read More