Imagine a high school football team that never practices, and only shows up to the games. They would be a disaster. Now replace the football team with your customer service team. Why do we let customer service reps play the game, without practi...

Business is a two sided coin. One side is what you sell. The other side is how you sell it. Each side of that coin creates customer experiences. Is your company actively dissecting all of the experiences you create? Are you sometimes overlookin...

Transactions have routine components that are common with most every sale. Many of these components involve interaction with the customer. These are commonly called touch points. Do you know how many touch points are in your routine selling pro...

Customers can sense when companies are setting the service bar at a bare minimum. The companies that aim higher elevate the customer experience, and will benefit from an abundance of repeat and referral business. Avoid being “run of the mill” a...

One of the hallmarks of top tier companies is to anticipate the wants, and needs of customers. if your company routinely assesses the necessary components of customer success, you will always be one step ahead of creating bad experiences. Antic...