How To Get Your Clients To Hate You

Do Your Clients Love You Or Hate You? Here’s How Blue Cross Blue Shield Got Me to Leave Them… Put your clients on hold for 4.5 hours, with a deadline so that they can’t hang up. Don’t provide any sort of automated system to schedule a call back. And make sure there is no other way […]

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Amazon’s Cyber Monday Hoax

Black Friday, Cyber Monday – How Are You Treating Your Best Clients? It’s the Christmas Season! Over the past few years I’ve avoided the lines by doing my shopping online. Last year my wife and I went to the mountains for the weekend, stayed in a cozy hotel in a small town, and did our shopping […]

Customer Experience Is Critical

How Quickly Are You Responding to Your Customer’s Needs… Time is important. The way you view your customer’s time just might be the most important part of your offering. Three recent interactions over the past week underscore just how important this is. Apple Has Great Support I mentioned in a post the other day that […]