July 23, 2019 Why You Must Take the Monkey Off Your Customer’s Back Companies put the monkey on customer’s backs and the result is service exhaustion. Customers are glad for the outcome received, but they don’t know if they have it in them to do it again. In this video, I talk about the importance of company’s recognizing these “monkeys on customers’ backs” and doing the work to remove them. Read Full Post
July 16, 2019 Show Patients You Care: A Case Study on Customer-Needs-Driven Design Do you demonstrate that you care about the whole human being, not just the part that you deal with in your business? In this video, I share a case study from the healthcare industry that demonstrates how caring for your customers makes a difference to the bottom line of your business. Read Full Post
July 1, 2019 Avoid the Failure to Empathize: Take the Customer Seriously Many customers experience anxiety when dealing with service people, and therefore, they avoid these transactions whenever possible. In today’s video, I share the simple ways we can address these fears through our company culture. Read Full Post
June 26, 2019 Honor Your Customers: How to Build a Respect Delivery Machine You’ve probably seen the Siegel + Gale study, which says we’re leaving a collective $86 billion on the table when we don’t take care of customers’ lives. Therefore it’s more critical than ever to honor customers’ time and get to know them. In this episode of “Daily Dose,” I explore these two critical steps every company must take. Read Full Post
