Category: Extreme Client Care / Customer Experience

Shep Hyken writes a lot about customer service. His latest book, I'll Be Back, is coming out this fall and currently available for pre-order in either hardcopy or Kindle on... Read More

Last week we discussed some lessons learned from Manhattan's Ladies Mile during the late 1800s and I shared that, this week, we'd cover some ways to alleviate buyer's remorse when... Read More

Remember the days when people knew your name? When you knew the people you did business with, and they knew you? When personal attention was the norm? I remember when... Read More

Recently I was reading a book that had info on the "Ladies Mile" Manhattan department store wars in the late 1800s -- it was fictional, yet still telling. One of... Read More

A few weeks ago we discussed three scenarios where it may make sense reduce fees (you can read it here if you missed it). And while they still hold as options, there... Read More

When was the last time you experienced your emails as a member of your community? I recently joined someone's community and kept getting invites to a workshop (after I signed... Read More

Whether value-based or dollars-for-hours-based, when it come to pricing, the immediate thought is often "How much can we charge for the program/product/service?" Presuming this comes from a place of acknowledgment... Read More

I'm addicted to paper planners and have tested/tried pretty much every one out there and even created my own. I had tried one a couple years ago and thought "if... Read More

A couple weeks ago we completed a client audit and mentioned that we also perform program audits (we do internally and also for clients).  This past week we completed one for our Escalate... Read More

Happy St. Patrick's Day! Ever heard that saying "Do what I say, not what I do?" It drives me crazy. When I worked in satellite television, it was a favorite... Read More

The overall single best thing we do for our business (and our clients) a couple times each year is a client audit. We're in the process of one now and... Read More

Throughout the last two years we've seen some industries, some businesses thrive, while others barely survive or even completely close.  While there are countless factors involved in creating the outcomes,... Read More

With the move of so many to virtual over the past 10 months, interesting things have happened: Everyone has the ability to hang out a shingle and proclaim their expertise... Read More

With the holidays kicking into full gear, the sales are on. Sales are good right? Your customers and clients benefit by getting your amazing quality for less money and you... Read More

There’s been an interesting conversation happening in one of my Linked In groups: A bookstore owner is testing charging people $2 for browsing (if you purchase something, you receive a 20% discount).  ... Read More

This morning I woke up with a quick flashback to my days with Peace Corps and AmeriCorps -- it's the last day of the fiscal year for the Federal Government... Read More

When was the last time you/your team said "no" to a customer?   "No, we don't do X?" "No, we don't offer Y?"   Inside each of these "No's" is... Read More

I recently read Hit Refresh: The Quest to Rediscover Microsoft's Soul and Imagine a Better Future for Everyone by Satya Nadella and the following is one of several passages that... Read More