Too many people look at customer service as a cost center, when it really should be a profit center. I recently read B-A-M!: Delivering Customer Service in a Self-Service World and it’s an important refresher and reminder of the importance of great customer service. Customer support is something I’ve obsessed over for many years. The […]
The question is this, “Can a company be too friendly?“ Mark MacLeod puts on his CFO-hat when asking the question, because he’s trying to figure out if there’s an optimal mix between great service and keeping costs down (by not having to hire tons of people to provide the support.) Mike McDerment throws his hat […]
In a “me too” world of easy-to-build and low cost startups, it’s becoming harder and harder to differentiate yourself from the competition. Just think about your potential customers and all the “stuff” they’re getting bombarded with on a regular basis. You might have invented a better mousetrap, but getting that message across isn’t easy. And […]
Too many companies treat their customers like crap. It’s frustrating and inexcusable. You don’t like being treated like crap, right? So why treat your customers that way? Recently my family went to get photos taken at a store called Magenta. It’s a Montreal-based success story, started by an entrepreneur and built into numerous stores across […]
It’s simple really: Happy customers will buy more from you and tell more people about you. You want customers buying more and telling more people about you. You want happy customers. So how do you get happy customers?