How to Recession-Proof Your Business

People pay extra for entertainment

During the last recession, Brian Gracon, author of Meconomics 101: 16 Ways to Improve Your Marketing, Selling and Business Management for Today’s Consumers, wondered why it was that some businesses were still busy, even when unemployment was high. What was …Continue Reading →

The Death of Inbound Marketing (& What You Can Do About It)

Sales pro, Jill Konrath

OK, so Grant Cardone may love cold calling, but most of us hate it. (And, frankly, I find Cardone’s approach seriously off-putting). So, like many people, I was thrilled when “inbound marketing” became a thing. I had fantasies about never having …Continue Reading →

How To Make Sure An Acquisition Doesn’t Hurt Customer Experience

When you're part of an acquisition, how to you keep customer experience high?

What Impact Will Kaiser Permanente’s Acquisition of GHC Have On Customer Experience? Seattle-based Group Health Cooperative (GHC) has been in business for over 75 years; longer that Kaiser Permanente, which recently acquired it. In today’s podcast interview with GHC’s Customer Experience Designer, …Continue Reading →

Does The Government Really Care About Your Opinions?

Most of us have been in a long government service lineup at some point.

Who hasn’t stood in a lineup trying to access a government service? It’s so easy to bash government service departments, especially when you’ve spent an hour in a lineup only to be told you are missing something and have to start all …Continue Reading →

How To Really Piss Off a Customer

Don't let business slip away because of bad customer experience

Don’t Make These Stupid Customer Service Mistakes If you want to lose business, check out today’s podcast (and/or read the blog post). Yes folks, this really happened. Please don’t make these mistakes! On July 31 I bought a product that …Continue Reading →

How Upping Their Customer Service Led to Growth in a Recession

Craig Nadeau, of Maxim Constructors

Can Customer Service Recession-Proof Your Business? There are an awful lot of empty offices in oil capital Calgary these days, but a company that does tenant improvements has managed to grow anyway, thanks in part to an increased focus on …Continue Reading →

How Better Web Accessibility Can Boost Your Sales

Web Accessibility helps everyone: In user testing people in their 40s are most annoyed by small, low-contrast fonts.

Web Accessibility Is Not Just for Disabled People! According to today’s podcast guest, Joanne Pires, of eSSENTIAL Accessibility, 1 in 5 Americans self-identify as having a disability. Get your FREE Transcript Now! And that doesn’t even include the masses of …Continue Reading →

Cyber Attacks Knocked Out Huge Sites Recently. Is Yours Safe?

Are Russian Hackers & Cyber Criminals Putting Your Customers at Risk?"

When Sites Like Twitter Are Vulnerable to Cyber Attacks, Should We Just Give Up? Last Friday huge sites like Twitter, Netflix and Spotify were down for a while thanks to a massive cyber attack on domain provider, Dyn. According to an article …Continue Reading →

How to Find Process Problems That Irritate Customers

PeopleShock customer experience book hits Amazon #1 best-seller lists

Process Problems Upset Customers AND Hurt Profitability Process is the 3rd P in the 3P Profit Formula I discuss in the book PeopleShock: The Path to Profits When Customers Rule, and it is one of the biggest areas where organizations fall down …Continue Reading →

How to Keep Customers Happy After a Merger: Travelocity & Expedia

Can You Reconcile Quality vs. Quantity After a Merger? When your company has built its reputation on great customer service, what happens when you’re in a merger with a bigger company that has a different focus? That’s the challenge Martin …Continue Reading →