6 Tips to a GREAT Customer Experience Online
If you read my last two blog posts, one on a positive customer experience with Whole Foods and one on a negative experience with FedEx office, you may be wondering how these experiences translate to...
View ArticleAre We Forcing Customers to NOT BE LOYAL?
Whenever the words CUSTOMER LOYALTY are uttered, one tends to hear some consistent themes. ·Customers are not loyal due to poor customer service/experience. ·Price drives customers from one brand,...
View ArticleHow Inconsistency Kills the Sale
Recently I needed to buy a rain jacket for my daughter. I’ve had good success with the quality of L.L. Bean, so my first instinct was to head to llbean.com. My search started with...
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Do You Ass-u-me Too Much?
Recently I had a very poor customer service experience at a favorite local restaurant. In a nutshell… We received a special offer in the mail for a restaurant where we are frequent diners. Upon arrival...
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How Your Customers Judge You
Years ago when I developed websites, I had a manufacturing client. They told me that it didn’t really matter how good their site looked because just being online made them better than their...
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How Promotions Can Help or Hurt You & What You Can Do About It
Promotions can hook a prospect and be a powerful sales driver. The right promotion can increase sales and energize your customers. The wrong promotion can drain your resources and even cause you to...
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