The continued explosion of social media is a clear reminder of just how badly we humans want to connect with each other. Unfortunately, too many companies completely ignore that reality when they try to communicate with customers and prospects. Doesn’t matter whether they’re using social media posts, an email, or a website – they do … Read more
Have you ever wondered why customers go away? Maybe it’s all about romance. Most businesses and organizations devote a substantial amount of effort and investment to landing new customers. Interestingly, very few pay attention to the other end of that process. That’s the point at which existing customers disappear. And each time that happens, you … Read more
After six months of tireless effort, your company’s new website has been launched, and you’re ready to announce it to the world. That’s probably a waste of your time. Hey, I get it. Everyone’s worked hard, and you’ve invested a small fortune into the process. Your new site is quite impressive, and you’re deservedly proud. … Read more
The client wanted to advertise in a local publication for the first time in years. I had sent other business to the printer who produced it in the past, so I emailed my customer service contact with a simple question: is your company still printing this publication? Instead of answering my question, she replied with … Read more
While trying to solve a recent problem with a retailer, I remembered that phone call from my father’s cardiologist. The aggrieved voice on the phone scolded me because Dad had missed that day’s appointment. Once she paused, I took a deep breath and gently explained that he failed to show up for the appointment because … Read more
Customers stop doing business with you for any number of reasons. Those who were dissatisfied or angry probably won’t come back. But those who simply may have been tempted to do business with a competitor — or those you didn’t work hard enough to keep — may be willing to return and do business with … Read more
A recent visit to one of my healthcare providers gave me an excellent example of how bad customer service — even what happens before an employee opens their mouth — can undo the most carefully crafted business image. Take a look at the photo and see if you can spot what I like to call … Read more
No matter how hard a company tries to create and promote a compelling brand, and no matter what they do to get your business, they often lose sight of the fact that their reputation hinges on every employee or representative who has contact with customers and prospects. So why is it that so many companies … Read more
If you’re not sure why your company isn’t performing as well as it should, the answer may be closer than you think. Your customers may have the insight you need to figure out what you’re doing well and what you need to improve. Richard Whiteley’s excellent book, The Customer-Driven Company, cites many successful companies that … Read more
The quick-service restaurant could be a little slow at times, so I called in my large order and was told it would be ready at 5:45. I walked in the door at 5:46, only to discover that not only was my order not ready; nobody had even begun to prepare my food. The manager … Read more