Transforming the Customer Experience

Monthly Archives : August 2010


Loyal Customer Relationships – Do You Derail It Before You Even Start?

Customer loyalty is developed in many ways, yet they all fall back to one fundamental act – follow up after the initial contact.

Customer service is connecting the person with the product.  It’s about making sure that clients know that we value their business, even if they have not yet had

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Customer Service Skills Make an Impact on Profits

Small business owners are recognizing that delivering excellent customer service impacts their bottom line.
I was at a business conference last weekend and found it interesting that so many business leaders and owners were a bit surprised to realize the financial impact that delivering excellent customer service can make in their

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Customer Service, Core Values, and Leadership – Walk the Walk

Here’s an excerpt from the action guide Creating a Customer Centric Culture that is soon to be launched.  I’m posting this not only to get your feedback, but also because it is the crux of several conversations I’ve had with clients this week.  We’ve been improving customer service training and

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Improving Customer Service – The Three Most Important Things

I recently had the privilege to interview Mark Sanborn, author and speaker about leadership, service strategy and turning the ordinary into the extraordinary. During our conversation, he gave me his answer that many of my clients and small business owners ask regarding trying to improve the customer experience through

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