What Customers Say & What They Do Can Be Very Different

What motivates meat buyers? Market research showed surprising results!

AKA, The Meat Lovers Marketing Research Episode When Barry Davis, AVP of marketing research firm, Leger, started chewing on what consumers had told his firm motivated their decisions when buying meat, he found the results tough to swallow. You see, …Continue Reading →

Why Winning Companies Create Simple But Unique Value

Customer Experience Guru, Chip Bell, talks about adding unique value instead of added value.

  In today’s podcast interview, multiple best-selling author, Chip Bell, discusses his new book, Kaleidoscope: Delivering Innovative Service That Sparkles, and the importance of going beyond good customer service to — not great service, but unique value service. In other words, you don’t …Continue Reading →

This guy bought a restaurant with a bad reputation. Then what happened?

Kevin Sembaliuk bought a Wild Wing franchise that was nearly dead. He turned it around by focusing on customer experience.

Can You Really Do a Restaurant Turnaround When Things are This Bad? It took a lot of guts to buy the failing Wild Wing restaurant franchise in Sherwood Park, Alberta, but Kevin Sembaliuk was convinced he could manage a restaurant turnaround based …Continue Reading →

How To Convince 35 Brand Managers To Focus on Customers, Not Brands

Martin Aubut, Digital Director, L'Oreal Canada

It’s Time For Multi-Brand Companies to Focus on Customers Instead of Brands Martin Aubut is the Digital Director at L’Oreal Canada, which owns some 35 brands. When he took the job, he realized that to succeed today, it no longer …Continue Reading →

What To Do When You Get a Horrible Review

Have You Been Dissed on a Review Site? Let’s face it: you can’t please all of the people all of the time. If you are in the type of business where people leave ratings, at some point you’ll be hit …Continue Reading →

Clever! Here Are Some Interesting Ideas About How to Improve Customer Experience

When you are selling high-end appliances or other premium products, customers expect their whole experience with you to be exceptional. German appliance maker, Miele, knows that and does some pretty clever things to improve customer experience. With 17,500 employees worldwide, it isn’t …Continue Reading →

How To Deal With Customers Who AREN’T Always Right

The Customer Isn't always right!

If you’ve ever worked in customer service, there’s a good chance you’ve had to deal with cranky, unreasonable, lying (or at least, exaggerating) customers. It can be sooooo frustrating! And yet, we keep preaching that our front line staff have to …Continue Reading →

What Happens to the Call Center when People Stop Calling?

Call center technology is changing. Can You Cope?

Who doesn’t have a nightmare call center story to tell? And if you think it’s bad from the customer perspective, try working in one! (I know they are not all that bad, but…) Fortunately, the times they are a changin’. …Continue Reading →