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Raving Fans
As I’ve previously mentioned, when I have a book that I really think is beneficial to my staff we often use it for more than one of our Education Plan meetings. One of those excellent books is Ken...
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Communicate With Your Customers
For Fathers Day my wife surprised me with a weekend getaway to Whitefish, Montana. We stayed at a beautiful hotel on the mountain. It was a wonderful way to relax. I loved the subtle smell throughout...
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Three Secrets of Customer Service
Customer service is a pretty hot topic and can make or break your business. Consumers have little patience for lousy customer service and easily get tired of waiting in long lines, trying to get a...
View ArticleAnother Secret Revealed
In the last post we talked about the first secret to building a solid customer service plan and how to decide what your vision is. Today we’ll talk about the second secret in taking your satisfied...
View ArticleDeliver +1
In a recent post, I talked about how to figure out what your customers want out of a positive shopping experience. Today we’ll talk about the concept of Deliver +1 and how this concept can take your...
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Are You In The 1%
The Rule of 1% is simply defined as adding to your customer service one percent at a time. Before you can do this you must have your consistency perfected or it will never work. This one percent may...
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Harness The Power of W.O.M.
Today we’re going to talk about how to harness the power of word of mouth. Including the six-step process to success and the 30 (that’s right, I said 30) ways to harness the power of WOM. So, let’s...
View ArticleWOM Meets Customers Head-On
Today we’ll cover the idea of shortening your customers’ decision-making process with positive word of mouth. There are essentially 5 stages in the decision-making process. They are: Give the product...
View ArticleDecoding WOM (Word of Mouth) Messages
Today’s lesson will talk about how word of mouth messages are delivered and how you can influence those messages. There are essentially 3 methods of word of mouth: Expert to ExpertExpert to PeerPeer...
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