Well, somebody told Mark this story … Mike swears it wasn’t him. … But once upon a time in Mexico, a resort put on a customer experience master class for a family with young kids. (There’s a topless woman, but don’t let that throw you–we put it here to get attention.) We would love your questions and comments for …
Customer fits: What is the employee responsible for?
I, like you, have witnessed bad customer behavior during the pandemic. Just this week, I heard a 10-minute phone call where a customer threatened to bring a gun to my client’s establishment and perhaps some gang members. I, like you, have found myself saying, “I’m just going to control what I can control.” We can’t control rogue customers throwing fits. …
What customer loyalty looks like
Businesses and individuals, how will you know when you have won over your customers? When they are truly loyal? It’s not when they buy from you. It’s not even necessarily when they return to you. It’s when they advocate for you. Swedish band fans Years ago I used the file-sharing service Napster. We felt like we were riding the wave …
Revolutionary change for CX success
By now, most of us agree that CX, customer experience, is the differential for most businesses. If you sell a commodity product or service, it’s how you stand out, attract a tribe, etc. We agree on paper, at least. Execution of CX is a whole other matter. This article from BCG (Boston Consulting Group) is striking in its breadth: “CEOs …
The one skill you must have to sell
I had just closed a car dealer on working with me for a second year. In the work I do, there are no salaries or benefits. You work gig to gig, retainer to retainer. Every gig was a big deal for my wife and me–nothing, including income, is guaranteed. (Actually, nothing is guaranteed even for the salaried. We all work …
Meme watch: We’re getting rough on retail employees (again)
Over the last few months, society has changed, yet again, its expectations on retail customer service. I base that statement on three things: Conversations with clients Observations while I’m shopping Recent memes. Memes only tell us how people who are online and are willing to post and express themselves feel about life. (Never get tricked into thinking that online opinions …
Beyond the customer survey
“It’s the JD Powerization of America!” a car dealer once told me. His small store was at the mercy of arithmetic: One bad customer survey would swing his store from a passing grade to a failing grade with the manufacturer. One of my gurus once mused that, if he owned a car dealership, he would immediately hire someone responsible for …
Podcast 64: Do you need a team … or a tribe?
Mike and Mark are back to discuss teams–this time, in comparison with tribes. Which do you need? And how do you identify if you have a tribe? Mentioned in the podcast: “Tribes” by Seth Godin. We would love your questions and comments for future episodes: Email Mike and Mark. Subscribe on Apple or Spotify.
Do customers trust machines over people?
The article’s title ought to give us pause: “People put more faith in computers than other humans.” I know of a pilot project where automotive service departments set up kiosks for customers to use as an alternative to talking to a professional service advisor. The kiosk outsold the humans. Perhaps people trusted that professionals programmed the kiosk to know exactly …
For when you don’t understand
We use empathy maps in my line of work. They are helpful to slow a team down so they can get into the heads and hearts of those they are trying to serve (or lead). A colleague passed along this great introduction to the exercise. While I usually see empathy maps used for understanding, say, a customer survey score, the …
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