Are Car Dealers Next To Be Disrupted by Amazon?

We love to go bike riding, but sometimes you need a car big enough to get your bikes to the start of the ride.

The last time I bought a car we had a very specific requirement. The vehicle had to be big enough that we could fit two bicycles inside. We’d destroyed too many bikes by forgetting they were on the rooftop carrier, …Continue Reading →

Get a Pedicure While Your Car is Being Serviced? How One Lexus Dealership Grows Through Over-The Top Customer Service

Bruce Kirkland, of Lexus of Edmonton West, demos the massage chair guests can enjoy while their car is being serviced.

Fresh Thinking at This Lexus Dealership Leads to Growth & Incredible Customer Loyalty Bruce Kirkland had no background in the auto industry when he was talked into setting up a Lexus dealership. Thirteen years later, Lexus of Edmonton West is …Continue Reading →

THIS is More Important Than Your Customers!

Jeff Polovick, founder of the Driving Force, believes that a focus on employees is key to great customer experience & profitability.

How Can Anything Be More Important Than Customers? Hey, I’m all about customer focus and delivering consistently great customer experience. The whole point of the blog and podcast is to help you do that. But according to today’s Frank Reactions …Continue Reading →

How to Get Your Team Ready to Rev Up Customer Experience

What a great view to end a day of cycling in the mountains of Corsica!

Two Takes on Staff & Customer Experience Improvement There’s nothing like a real holiday, disconnected from the Internet, to get you revved up and refreshed. I’ll tell you more about mine at the end, but first let me tell you …Continue Reading →

Customer’s AREN’T Always Right, Dammit! So What Can A Seller Do?

Angry Customer? Or Angry Seller? Customer's aren't always right. So how do you deal with that in our social media era?

This is a replay of one of our most popular episodes, first aired in April of 2016. If you missed it, have a listen; lots of good stuff in here! If you’ve ever worked in customer service, there’s a good …Continue Reading →

From Vision To Customers: How To Create A Service Culture

The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service

Tips For Creating a Service Culture in Your Organization Jeff Toister’s new book, The Service Culture Handbook, gives practical, step-by-step guidance for how to create a culture of strong, caring customer service in your organization. It is a great companion …Continue Reading →

Customer Experience Learnings From the CXPA Insight Exchange

Zoo Crew Campaign: Using Plain English instead of legal jargon increased sales and lowered complaints.

Why I Go to the CXPA Insight Exchange Of all the customer experience conferences I go to the CXPA Insight Exchange is my favorite. CXPA, for those who aren’t familiar with it, is the Customer Experience Professionals Association. Why do I …Continue Reading →