Creating a Positive Client Experience

positive client experience

Recently, we read an article on the Fast Company blog about an Uber driver who had a 4.99 star rating, despite a whopping 5000 rides given. We were pretty impressed. Usually even a really good driver gets bumped down in rating by a couple drunks who are causing trouble or not getting what they wanted […]

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Good Customer Service Isn’t That Hard

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Remember when getting something from an online store was a bit of a guessing game? Online shopping has changed quite a lot. And, I can appreciate it even more after a recent experience in a store that went sour. The Customer Experience I would say that buying something online has become a good experience, almost […]

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The Six Stages of Super-Client Development

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Picture a great client. He or she will have been buying from you for quite a while. They make purchases on a regular basis. They appreciate the work you do and they respect your expertise. And the best part is that they recommend your business to their friends, family and business associates. Do you have […]

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Cultivating the Best Customer Experience

There are satisfied customers – those who have received their products or services and are content with their purchase; there are dissatisfied customers – those whose expectations have not been met; and then there are off-the-charts fans of your business – those clients who have received memorable, exceptional customer service and products. Can you think […]

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Pinstripe Bookshelf: Uncommon Service

Some colleagues and I recently shared a lively discussion about business and management books we defined as professional game changers. Many titles sprang to mind, with one clearly standing out: Uncommon Service by Frances Frei and Anne Morriss (Harvard Business Review Press). Each of us had devoured its simple brilliance and intriguing premise. Frei and […]

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