Category: Customer Loyalty
Who Needs Attention, and Can I Get a Quality Latte with It?
The other morning, I was feeling cranky, unfocused, and unproductive -- the perfect situation for coffee. Sadly, I haven’t been allowed to have caffeine for a couple of years, on doctor’s orders, and I miss... Continue reading
Please Stop Sending Me Annoying Emails Like These!
I’m used to receiving prospecting emails from companies that claim they’ll lift response rates, help me be more productive, and provide other kinds of help to a small business like mine. But sometimes I so... Continue reading
How to Make Exceptions When Real Life and Policy Collide
My friend recently shared a story about a striking customer experience after she accidentally left her wallet at a meeting. When I showed up to claim it, the receptionist asked: “Do you have photo ID?”... Continue reading
Do You Share This Bad Communication Habit?
I’ve got a bad habit in some of my interactions. It breaks my own rules about showing respect, recognizing that I don’t know everything, and giving people full control over their own choices. I was... Continue reading
Marketer, Do You Know Your Target?
From the Annoying Sales and Marketing File: A sales rep emailed me and, in an overfamiliar, cheeky tone, implied that I was in default for not responding to an earlier message. This, despite the fact... Continue reading
How Can I Help You If I’m Not Listening to You?
“Andy, you’re not listening to me, bro!” This conversation was delivered in a very tense tone by a fellow with a very tense face. There’s a mortgage brokerage on my floor, and sometimes, when the... Continue reading
How to Improve Customer Loyalty by Supporting Your Frontline
“It’s not my fault!” the assistant practically wailed. “She never gave me the paperwork!” The poor woman was almost begging me not to be angry at her, and to put the blame in its rightful... Continue reading
From Urgent Care to Important Care: Design Considerations
Last Friday, I went to the new Northwell Urgent Care two blocks from my office. (I’m fine now.) It was a well-designed customer experience, and so different from the typical medical office intake, that it’s... Continue reading