I love cigarette smoke. It’s only certain brands, and I couldn’t tell you which ones. Sometimes it’s even just the stale smell hanging in the air of a place frequented by smokers. I know smoking damages you, and I certainly encourage you to give up the habit. But when I smell the smoke, a precious thing happens: I hear a …
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 …
Surviving the Stress of Retail Customers
Surviving the stress of retail customers even applies to soldiers. Glenn is a sales consultant for one of my clients. You immediately notice him because of his piercing blue eyes, hip-yet-effortless dress and calm demeanor. Spend enough time with him, and you’ll notice that he is a good listener, like all successful salespeople. In fact, a few years ago he …
Customer experience: What is your “Bullseye?”
Most of my clients focus on their customer experience. So my radar is always up. Case in point: Recently my wife and kids joined me on the road. We visited Unger’s Shoe Store in Ironton, Ohio to buy shoes for our two oldest. Why? Because of the exceptional customer service I received on my last visit. (Click here for a …