2020 Vision – Ways to Connect L.E.S. in your New Year
Are you clear with how you’ll improve your organization next year? The year is 2020, and so should be your vision. It’s the end of the year and the start of a new decade, a great time to make some...
View ArticleManaging a B2C Breakup and 3 Ways to Win Them Back
Are you taking the steps needed after a B2C breakup to keep the relationship alive? You’ll hear a lot of organizations talk about “relationship marketing” or building “customer loyalty” and the...
View Article11 Pieces of Inspiring Customer Contact Week Wisdom
I really like the distinction between inspiration and motivation. While one comes from within (you can only motivate yourself), the other comes from everywhere and any where. We can be inspired by the...
View ArticleCX Storytime Tale of The Jilted Jewelry Store
Being treated like a thief, is not how you build a relationship, in life, in love and certainly not on the floor of a jewelry store. Stay tuned for a story of growing anticipation, inappropriate...
View ArticleCX Storytime Tale of A Dish Bear-ly Served Cold
What if you could make the ordinary, a little more extraordinary? What if you could be a hero in your customers tale? Stay tuned for a story of missed destinations, unexpected fairy tales, and a little...
View ArticleThe CX Storytime Tale of The Disappearing Digits
What if you felt like you left your computer, with all it’s personal and valuable information available to attack? What if the one service who could help made it impossible to contact them? Stay tuned...
View ArticleCX Storytime Tale of The Time that Retail Forgot
When is 10 minutes not 10 minutes? The concept of time can mean different things to different people. What happens when that very concept gets in the way between a customer and a retail company? Stay...
View ArticleCX Storytime Tale of The Anti-Social Socialite
What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises. This is the Customer Experience...
View ArticleCX Storytime Tale of Never too Proud for Pinenuts
Stay tuned for a tale of loss, resurrection, and a small victory This is the CX Storytime story of…. Never too Proud for Pine Nuts The Story ACT ONE Linda and Cindy worked in downtown Vancouver for a...
View ArticleCX Storytime Tale of The Bird and the Baggage
Stay tuned for a story of empathy, failure, and personal redemption. This is the CX Storytime tale of…. The Bird and the Baggage The Story ACT ONE: Alone, at the end of the driveway sits Don. A...
View ArticleCX Storytime Tale of The Woman Who Was Told Differently
Stay tuned for a story of frustration, confusion and disbelief This is the CX Storytime Tale of…. The Woman Who Was Told Differently The Story ACT ONE: It is the beginning of an unremarkable day. A day...
View ArticleHow to Remove a Bad Customer Service Tattoo
How can a business who has completely, though unintentionally, disappointed their customer, turn it around? It can happen. A bad experience can be permanent mark on a customer’s perception of a brand....
View ArticleWhat Happens When You Ruin Breakfast for Your Customer
Breakfast is your first and most important meal of the day, and the experience can have a pretty big impact on your travel adventures. On a recent road trip, we took an unexpected pause in a cool...
View ArticleHow to be a Leader Every Day for your Customers
I recently did a motivational customer service workshop for Quilchena Hotel and Douglas Lake Ranch where the focus was all about employee empowerment and being a leader. It was a great day, being...
View ArticleYou Can Absolutely Ignore Social Customer Care
Is social customer care important to you? Recently, customer service king o’kings Shep Hyken, visited Social Media Marketing World in San Diego to speak on the customer experience and its changing...
View ArticleHow to Not Make Your Customers Feel Special, Courtesy of Canva
Full disclosure: I used Canva to craft the header for this post. Dear Canva, I really do love your product and rely on it every day but your customer relationship building could use some work. (aka...
View Article4 Reasons Love Letters Make Your Customers Swoon
What better way to show your customers you care than with a love letter. And it doesn’t just have to be for Valentine’s Day. Oh hello Valentine’s Day. That day when lovers demonstrate their affection...
View ArticleThe Emotional Turmoil of Customer Service
Do you as a business know the emotional impact you have on your customers? Or do you care? The customer experience is an emotional experience. Good or bad, we take our interactions with brands very...
View ArticleDreamHost – From Frustration to Solution in 3 Ways
Good or great customer service experiences are becoming so inconsistent that when you’re impressed, it really stands out. So was the case recently with Dreamhost, Web Hosting Services. I’m not going to...
View ArticleLululemon: 3 Customer Service Lessons Learned
Even big companies like Lululemon can deliver a less than ideal customer service experience. All I wanted to do was buy my mom a present. That’s all. And to make it easy, I even knew what she wanted: a...
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