Earl's Pearls

My mantra, expressed decades before the term “customer experience” was coined, sounded like this: “If we provide our customers with a level of service that exceeds their wildest expectations, we will never lose one of…

Whatever it is that drives you, being service oriented is a mind-set, a whatever it takes, can do attitude. This is your CHOICE, but it takes intention. “Yes, I can do that.” “Whatever it takes.”…

A new vendor partner I was onboarding recently asked what my customers expect of me and my partners. I replied….. My customers have come to expect: I will treat them like they’re the only client…

Many companies today consider customer experience to be customer service with some refinement. Some bling! But in concept and practice, they are entirely different. They relate only in this way. Customer service kicks in when…

An exceptional customer experience won’t be delivered if your employee experience is a train wreck.