Great customer service is ultimately marketing and marketing is about the human experience. Sometimes it’s about connecting on an emotional level and sometimes it’s thinking about something the customer has not yet thought about, but it is always about connecting at an emotional level. I live client experience everyday, looking for new ways to wow customers turning them into evangelizing advocates.

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Creating A Zero Churn Business

Creating a business with zero client churn sounds like a dream, an unattainable or fanciful hope or scheme, but it’s possible. I’ve done it and I’m about to do it again, this time with a B2C brand. I’ve been hustling products in and…
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Five Low Cost, High Impact Ways To Dramatically Improve Your Client Satisfaction

Everyday our blender gets used multiple times. According to the digital screen on the base I’ve used it more than 1,800 times. I had been under the impression that it was basically indestructible. That is, until a few weeks ago when the jug…
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What Fascinates You?

  I’m fascinated by creating incredible client experiences. I love the thrill of amazing and delighting clients, leaving them with a feeling of ‘How did they do that? I want more’. I’m fascinated by hand built stone walls. I’m…

HOW TO CREATE AN EXPERIENCE FUNNEL

Most companies have a marketing funnel that focuses on attracting, engaging, and converting prospects. And of course, the business measures the investment it makes in various marketing channels. It’s essential that a business understand…

You're Gonna Have to Serve Someone

You may be an ambassador to England or France You may like to gamble, you might like to dance You may be the heavyweight champion of the world You may be a socialite with a long string of pearls But you're gonna have to serve somebody. Bob…
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YOU CAN'T PEE FOR FREE and other signs you are dealing with a clueless business

The first sign - they actually discourage prospects from trying their product or experiencing their service. A classic example is “restrooms are for customers only”. Why would you want to discourage people from coming into your…
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Every story needs a bad guy

Stories have been shared in every culture throughout the history of civilization as a means of entertainment, education and cultural preservation. Sometimes it’s all three. Stories have been carved, painted, printed or inked onto wood, bone,…
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The four customer needs and the one way to deliver an outstanding customer experience

“I genuinely believe that any business can create a competitive advantage through giving outstanding customer care.” – Gary Vaynerchuk When I travel it can be stressful. When I am planning a major purchase in can be scary. When…
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Three people that made me want to rip my face off.

TD Bank call centre representative: “I'm sorry sir, but our policy is to charge $10 to send you a copy of the cashed cheque you are looking for.” Me: “I understand that it is your policy, but as I explained, my monthly fee that your…
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The most important go to market strategy that most companies ignore.

There’s one way to create a strong competitive advantage that most companies ignore. It’s not customer segmentation and it’s not a well thought out pricing strategy, although those are important. It’s not company culture or service…