A cardinal rule of CX: Know thy customer

Want to give your customer a great experience? Then get to know them – and, crucially, remember something about them. The same principle holds true for the success of any social and professional relationship. This cardinal rule becomes even more crucial when a...

Tell customers about “the little things”

Imagine walking into a hotel room that looks updated and smells fresh and clean. Who doesn’t like that? It’s a rare thing, but that was my experience at the Hampton Inn in Daly City, California. I’d say it was recently renovated, but they had “little touches” that I...

The rollercoaster of emotions your communications bring

When the postman drops off the mail, I get excited about the arrival of checks, greeting cards from friends and, once in a while, fun packages from Amazon. But there’s one item I dread receiving: the annual insurance “renewal” mailing. The big thud of the insurance...

Fish aren’t biting? Check upstream

There was a time when the local shopkeeper knew your name and knew you well enough to make the best recommendations. He knew you were fishing for trout and he knew the best lure to use. And if you didn’t know where to buy bait – you’d ask a neighbor for a...