Customer nboarding sounds like something that you do for your customer. Still, the best onboarding is based on first actions the customer takes. You are there to guide them through it. They need to commit to doing it.
Tactical empathy creates space to focus on the customer
In my latest blog post, I tell a story about a muddled conversation where everyone’s intention was good. Only the execution didn’t quite deliver. Tactical empathy would have helped instead.
The customer transformation is not the end of the story
The customer transformation is not the end of the journey. Guide your customers well, and they will guide others to your business. Use the hero’s story arch to create advocates.
Can a customer experience be both positive and memorable?
When people are asked to describe great customer experience, most people will point to examples of when companies failed to deliver. It’s sometimes easier to describe what it isn’t rather than describe what it is. We can all share that awful horrible experience we had. Being on hold forever and then not getting what you want. […]
Have you thought about creating an online membership?
I’m attending a free workshop by Stu McLaren about creating online memberships. I ‘m sharing so that you can benefit too. Even if it’s all new to you.
What can you learn from irritating sales call requests?
I’m irritated when someone reaches out with a connection request on LinkedIn, then quickly follows up with an ask for the sales call. I’m learning to ask what does that tell me about my own sales style. I need to ask for business in a way that not only works, but works for me.
