Blog
The art of customer service: How to turn a customer into a Lustomer™
It’s one thing to bring a potential customer “in the door,” but transforming them from a potential customer into a LustomerTM (Lustomer = a customer who wants your success because you help them succeed) is a whole different ball game. While your marketing, branding,...
5 Lustomer™ tips for 2022
Do a quick search and you’ll see that “The Year of the Customer” was declared for 2020, 2021, and now again for 2022. So I may not be going out on a limb here, but…you’ll never be out of step if you focus on turning your customers into Lustomers™, or those...
Cultivating customer and employee love through community
Why are some brands so much more popular than others, part of the zeitgeist rather than “just another company?” Whether it’s a shoe company, a clothing designer, or even a fast-food chain, there is a reason behind consumer preferences. While quality and taste may have...
If your employees are happy, your customers will be too. Here’s why it matters.
No business can last without customers, and investing time and energy to ensure your customers feel ❤️ generates sales and increases loyalty. What’s often overlooked when companies aim to build excellent customer experiences? That customer...
4 steps to engage and delight with stories
What is it about a good story? “Storytelling” is now enough of a business buzzword that it risks becoming cliche, but it’s a cliche for a reason--it’s true. Don’t tell me the moon is shining. Show me the glint of light on broken glass. --Anton Chekov Storytelling...
Want a customer-first culture? Here’s where to start
“It starts at the top.” That’s a common phrase we’ve all heard in relation to an organization’s culture. But implementing any type of change in company culture isn’t always easy. In my last post, I discussed the 3 C’s of a customer-first organization: communication,...
The 3 C’s of a customer-first organization
Customer-first organizations do three things well, these are practices they invest in and keep balanced—communication, customer programs, and culture. Each component needs the others to form a whole, and ensure customers feel the ❤️. Breaking...
Personal selling in a virtual world
Is meeting customers face-to-face feeling like a thing of the past, amidst video calls, emails, and texts? How can you build a relationship with a customer or prospect, when it’s less likely you can meet at their office or take them to lunch? How can you still build...
Put Empathy in Your Customer Journeys
Customer ❤️ can start before potential customers even speak with someone at your organization. Digital transformation has changed how customers interact with a business, and can even fully replace human interaction, even in business-to-business (B2B)...
Quick Tips for Electronic Meetings
It looks like knowledge workers are going to continue conducting meetings via electronics for the foreseeable future. Whether it’s a personal choice to limit exposure or avoid a commute, driven by employer decisions to delay office openings, or by government mandate,...