Earl’s Pearls
The Only Perspective That Matters is Your Customer’s
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 those customers to a competitor’s price.” That was true then, remains so today, and will be true as far in…
Read MorePassion: Natural Or Not, It Requires Intention
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.” “I’ll make it happen.” When your customers hear these words, they trust that you are an advocate for them. They…
Read MoreCustomer Expectations
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 I have. I will be tenacious when it comes to their needs and best interests. I will be proactive and…
Read MoreCustomer Service and Customer Experience: Are They the Same Thing?
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 customer experience fails. Customer Service is what you provide before and after the sale, usually focusing on communication or solving…
Read MoreTeammate Toxicity Can Ruin Your Customer Experience
An exceptional customer experience won’t be delivered if your employee experience is a train wreck.
Read MoreBuilding Your Customer’s Trust
Does any relationship start with complete trust? Of course not. It can take years to build a customer’s trust. But be aware, it can take just minutes to lose it!
Read MoreMaximizing Profits: The Power of Referrals
A referral is the best advertising and great way to be recognized for providing an exceptional customer experience. But if you want to maximize profits, here is why getting a referral is so much more than recognition. A referral increases your revenue while lowering your Sales, General, and Administrative expenses (SG&A). Increased profitability! Have you…
Read MoreCustomer Interactions a Matter of Deposits and Withdrawals
Remember “back in the day” when we used check book registers to write in the deposits and withdrawals made to our bank accounts? Today, we still note those transactions, though they are recorded electronically rather than in written form. Try thinking of your customer relationships like a bank account. Let’s call them C1X Accounts. Every…
Read MoreExceptional Customer Experience
Perhaps you are a subscriber, as I am, to a neighborhood social media platform. On Nextdoor.com, you will find opinions, requests for information, items to buy or sell, recommendations, complaints, and most of the other things you expect to read on social media. A few days ago, I received a Nextdoor post recommending a Wild…
Read MoreAre Your Customers Going Elsewhere?
Look at the organizations you engage, whether B2B or B2C. Is it surprising that those companies who are winning are putting their customers first, have the best profits and the happiest shareholders? They are accelerating volume and revenue while maximizing customer satisfaction, loyalty, retainage, and referral. They are creating for themselves a competitive advantage. Their…
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