A successful business owner once told me that as soon as he gets a call from a customer who has been buying a similar product from another company, he knows he can strike to steal that customer. Most customers are lazy and if their current provider is satisfying their needs, they won’t look around. But […]
Once in a great while you come across a company that blows your socks off with their customer service and that is exactly what has happened to me over the past few weeks in working with Vanguard investments. What is their secret? Three things: 1. Responsive. I have never had to wait more than five […]
There is a revitalization occurring as we begin 2021 and organizations are looking not only to revive their businesses, but to create a rebirth or a new beginning. One of the ways this is happening is through organizing the whole business around the delivery of exceptional customer experiences. It is called the Business of Experience […]
It’s tough to stand out among your competition when you are an online company. But that’s exactly what Chewy, an online pet store company, has accomplished with the use of the personal touch. The first time I ordered from Chewy for my chocolate Lab named Doak, the phone agent immediately turned the conversation into a personal […]