How to Recover from a Bad Service Experience

How to Recover from a Bad Service Experience

A trip to South Africa a few months ago reminded me why empathy is such an important element of how an organization supports and provides service to its customers—especially when things go horribly wrong. We saw the best and the worst of customer service during our...
Do you know when a customer is ready to leave?

Do you know when a customer is ready to leave?

It’s painful when a customer walks out the door. The good news is that you can create an early-detection system to alert you when a departure is impending. You need such a system because most customers are not going to tell you they aren’t happy—they will just...
Stop throwing away money on marketing

Stop throwing away money on marketing

You’ve probably heard that it’s 7 times cheaper to keep a customer than to acquire one. Makes sense, right? You know customer acquisition costs are high (or crazy high depending on your industry or customer buying cycle). Plus, there is a possibility that...
How to learn like a startup (and save money)

How to learn like a startup (and save money)

I’ve been reading more and more about larger companies that are creating “startup” groups or partnerships so they can test, learn, and innovate in a different (and likely faster) way. It’s a smart idea. However, if you’re a smaller business you can just as...
Customer Service + Social Media = Win Over Customers

Customer Service + Social Media = Win Over Customers

Have you ever thought about responding to customer comments in social media? If not, I encourage you to take the plunge. You’ll discover four great benefits. 1) Learn more about your customers (and use that to win their loyalty). Your customers are already using...
Are you getting results from LinkedIn?

Are you getting results from LinkedIn?

If you haven’t seen results from our LinkedIn profile, it could be time to retool and refresh your profile. You will want to think about what you are trying to achieve. However, a more effective profile can help you reach a wide variety of desirable results. Over 100...
My #3 Website Rule: No Dead Ends

My #3 Website Rule: No Dead Ends

This is one of my favorite guidelines for a successful website. A site should allow a journey of exploration, learning, and discovery. Your site visitors need a clear and well-curated path that includes options to continue their exploration on every page. There should...