Are Customer Reviews Reliable? This is an age old question, or at least as old as the internet itself. The answer is simple. Yes, no, and maybe. If you’ve studied statistics at all, you may have heard of something called statistical significance. That means there is enough of a sample set enough data that the […]

It’s amazing to me how many companies destroy a customer relationship at the very end. How their attitudes change towards a customer at the end of that customer’s “customer lifetime”. A company that’s worked hard to deliver a good product, good service, and good experience, throws it all away when the customer leaves. Now, I […]

Customer service is not necessarily a natural skill set and there are a host of techniques that must be trained and then made into habit for people to succeed with customers.

In this One Win Book Review, we take a look at The Meditations of Marcus Aurelius. Check out the video below to hear Adam’s one win that you can take away from The Meditations of Marcus Aurelius to improve your organization’s customer experience and customer service.

Customer service skills can be taught and a customer-centric ethic and mindset can also be taught. I think what the question might be trying to get at is is customer service a natural skill or not?

Yes, you should absolutely send a cover letter. Why? Because today, so many other people aren’t. It makes you stand out. It shows you’re professional. It shows you’re willing to go the extra mile.

In this One Win Book Review, we take a look at The Effortless Experience by Matthew Dixon, Nick Toman, and Rick DeLisi. Check out the video below to hear Adam’s one win that you can take away from The Effortless Experience to improve your organization’s customer experience and customer service.

The data is in and customer experience leads to all sorts of favorable outcomes. Companies that deliver superior experiences have been found to have better employee engagement, better retention, better profitability, and even higher stock market valuations than their competitors.

Do our customers have hot buttons? Types of interactions that immediately trigger a negative emotional reaction?  When I ask these questions in our customer service trainings, the answer is always YES. However, we often tend to thing of these triggers as individual. But this is only one type of trigger. Each person has their own […]