By John Tschohl Creating highly engaged customers is forcing companies to provide their customers with a consistent experience whenever and wherever they need it….digitally. Did you know that highly engaged customers buy 90 percent more frequently, spend 60 percent more per purchase, and have 3x the annual value (compared to the average customer).That’s a huge revenue […]
By Shep Hyken A potential client called for help. His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. By the way, the name of the […]
Oblivious. Out to lunch. Insensitive. Preoccupied. Unobservant. We’ve all suffered from these lapses at one time or another. They are worse for some people yet others seem to be able to avoid these pitfalls almost all of the time. You know when you’re dealing with someone who is oblivious to your condition. You could be […]
By Shep Hyken I love a good hockey game, and my favorite team is the St. Louis Blues. I recently went to a game where a puck fluttered over the protective glass and hit a fan squarely in the head just a few rows in front of me. The blood started to flow and within […]
By Jason Grills Offering incentives and promotions before shopping leaves a positive impression on 60 percent of online shoppers in short run, according to Invesp. In spite of this fact, to keep your customers impressed continually, you’ll have to invest more than a couple of discounts in your relationship, and sometimes it’s not an easy thing […]