Customer Delight

4 Keys to Generating More Customer Love

When was the last time you were surprised by a company or business that you used? Can you remember it? How did it make you feel? Well, if you’d like to generate more of that kind of customer love for your business, you’ll want to watch this week’s...

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The Key to WOWING Your Customers and Clients

One of the interesting correlations on the recent reader survey I conducted was between questions two and three. Question #2 was, “Which of the following issues are problems that you’re wrestling with in your business or organization?” and Question #3 was, “What...

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What’s Your Service Recovery Procedure?

If someone on your staff makes a mistake or you promise to deliver something on a certain date, and that doesn’t happen—what’s your service recovery procedure? Even if it isn’t your fault, what can you do to recover from that? If you don’t have a recovery process in...

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