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The Amazon Effect

“Amazon is looking at getting into our industry.” That is one phrase that is sure to strike fear in almost every executive. I have seen a company’s stock drop significantly just because rumors surfaced that Amazon was going to start competing in their market. The rise of the online merchant has changed how many of
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Customer Surveys – The Good, Bad, and the Ugly

I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. Unfortunately, the manner in which many companies have executed on this critical area is falling short of what they could be doing. In this article, I would like to discuss some of
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Top Ten Customer Turnoffs: “Wrong tone of voice or poor body language”

It is said that 85% percent of a message is something other than the words you speak. That includes your tone of voice, pace of speaking, eye contact, or body language. All these non-verbal communication factors (or “non-verbals”) can reinforce what you are saying, or could contradict your words. Don’t Forget to Listen and Smile
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Top Ten Customer Turnoffs: “Lack of Follow Up”

If you are like me, the older I get, the more important it is to have a system to record when I have made a commitment to do something. I recommend entering your tasks or follow up items in a tool such as your Customer Relationship Management (CRM) system. Let the tool remind you when
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Top Ten Customer Turnoffs: “Uncaring Worker or Leader”

Several years ago, I walked into my eye doctor’s office. Since I wear contact lenses, I need to replenish my lens supply every six months. On that day, I was the only person in the office as I walked up to the receptionist. She was busily typing on her computer. She did not acknowledge my
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The Amazon Effect

The Amazon Effect

“Amazon is looking at getting into our industry.” That is one phrase that is sure to strike fear in almost every executive. I have seen…
Read Morearrow_forward
Customer Surveys – The Good, Bad, and the Ugly

Customer Surveys – The Good, Bad, and the Ugly

I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. Unfortunately, the…
Read Morearrow_forward
Top Ten Customer Turnoffs: “Refusing to take responsibility for mistakes”

Top Ten Customer Turnoffs: “Refusing to take responsibility for mistakes”

“I’m sorry.” A short phrase that for some reason is difficult for people to say, both personally and professionally. The last of the Top 10…
Read Morearrow_forward
Top Ten Customer Turnoffs: "Wrong tone of voice or poor body language"

Top Ten Customer Turnoffs: "Wrong tone of voice or poor body language"

It is said that 85% percent of a message is something other than the words you speak. That includes your tone of voice, pace of…
Read Morearrow_forward
Top Ten Customer Turnoffs: “Lack of Follow Up”

Top Ten Customer Turnoffs: “Lack of Follow Up”

If you are like me, the older I get, the more important it is to have a system to record when I have made a…
Read Morearrow_forward
Top Ten Customer Turnoffs: “Uncaring Worker or Leader”

Top Ten Customer Turnoffs: “Uncaring Worker or Leader”

Several years ago, I walked into my eye doctor’s office. Since I wear contact lenses, I need to replenish my lens supply every six months.…
Read Morearrow_forward

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