Why You’d Better Care About Social Customer Care

Companies that try to ignore what customers are saying online are a dying breed.

Social Customer Care is Scary, But Inevitable I won’t lie to you: there’s a lot that can go wrong when you are interacting with customers online. But more and more customers are turning to social media when they’ve got a problem …Continue Reading →

How Investment Management Firm, Allan Gray, Became (& Stays) So Successful

Nomi Bodlani, CX Team Lead at Allan Gray

Investment Management Firm’s Success Starts With Values I just got back from an amazing two weeks in South Africa, where I spoke at the Seamless Africa Conference, interviewed people like today’s podcast guest, Nomi Bodlani from investment management firm, Allan …Continue Reading →

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. Get your …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 →

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 →