April 02, 2012
Every customer you serve has an experience; whether bad, indifferent, good or great. Great customer experiences do not happen by accident – they happen by design. Each customer is unique and their definition of a great customer experience will also be...
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April 06, 2012
One of the biggest challenges salespeople face is the growth of the “Experience Economy.” It is also the source of great opportunity. Salespeople today cannot just peddle a product. They need to create a customer experience that is pleasant, memorable and...
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April 16, 2012
You want your customers to feel good. Your goal is to ensure that good feelings result from every interaction they have with your organization. Take action so everyone from the front-line to the CEO is sensitive to the needs and feelings of their customers....
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April 22, 2012
Imagine that you are looking to buy a business. You walk into your current premises, pretending to be a customer, in order to scout it out. As you walk through the front door, what do you see? What do you hear? What do you smell? What’s your first impression...
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April 24, 2012
Think about the last memorable customer experience you had; maybe at a restaurant, while shopping, or during a travel experience. What made it stand out for you? Were you treated with great respect? Made to feel special? Given more than you expected? Made to...
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