Want More Loyal Customers? Start By Helping Your Suppliers!

Loyal Customers Come from Great Suppliers: A challenge in the home building business

When customer experience experts talk about creating loyal customers we often start by telling you to figure out what your customers’ needs and wants are. Next, we tell you to look at how you are treating your staff. But there’s another component that’s …Continue Reading →

Find Little Useful Ways To Help Your Customers – Jay Baer

Jay Baer, author of Hug Your Haters, says not to worry about being attacked on social media. You can turn it around.

Jay Baer, of Convince & Convert, the Social Pros podcast, and author of the wonderful book, Youtility, says that the way to compete in today’s world is to be ultra-helpful. How Can You Help Your Customers & Prospects? We’re not …Continue Reading →

A Sure-Fire Way To Scare Off Customers!

Don't scare off potential customers. Make it easy for them to wander in

Have you ever stood outside a restaurant looking at its menu, trying to decide whether to choose it or one of the half-dozen other restaurants on the same street? How would you react if the maitre d’ suddenly came out …Continue Reading →

Pat Flynn on Going Back To The Future With Great Customer Service

Pat Flynn & Tema Frank Discuss Customer Service in Today's Frank Reactions episode.

As you know, the Frank Reactions podcast is focused on customer service and customer experience in the digital era. But when I first asked Internet marketing super-star, Pat Flynn, to be a guest back when I was doing the Frank Online …Continue Reading →

How To Compete Against Amazon When You Can’t Win on Price or Speed (& More on eTail)

Renee Racine-Kinnear, VP Customer Experience, Digital Channels, at Indigo aims to compete through better customer experience

Is It Possible To Compete Against Amazon on Books? [NOTE: To see my full notes from the eTail conference, scroll down to after the notes on my interview with Renee.] At the recent eTail Canada conference I interviewed Renee Racine-Kinnear, VP …Continue Reading →

What I Learned at New Media Expo (NMX) That Can Help Grow Your Business & Improve Your Customer Satisfaction

Pat Flynn & Tema Frank Discuss Customer Service in Today's Frank Reactions episode.

I just came back from my 2nd NMX in Las Vegas. I’ve been working in the Internet world since its baby days in the ‘90s, but even so I learned new things, and was reminded of others. Here are some …Continue Reading →

A Startup’s Secret Weapon … Outstanding Customer Service

Mark Holowaychuk, Founder & CEO of Vitamart.ca

Compete In A Crowded Industry With Better Customer Service One of my weaknesses as an entrepreneur is that if I see even one other company that is offering the same products I want to sell I start to question whether the …Continue Reading →

Winning Advice To Win Back Customers

Johnny Russo, Director, Ecommerce & Digital Marketing, Bentley Leathers

Imagine walking into a new job, leading the e-commerce operation of a retailer that hasn’t been doing a great job with its online customers, right before Christmas. Yikes! That’s the situation Johnny Russo found himself in last Christmas. Johnny stayed calm …Continue Reading →