One of the greatest customer experience strategic advantages you have is the fact that the human mind makes up much of the information it perceives to make up for the gab in what the human body is able to sense. Customer experience can often be like magic. There’s no real super power taking place creating…

In an age of instant message, instant information, customer service experience needs to happen in an instant. Virtual customer service is an expectation from customers today. The last few customer service teams I’ve worked with have focused entirely on virtual customer service. I haven’t seen a customer face-to-face in years.

The reality is that not every customer interaction is going to be an amazing customer service experience, the secret is documenting your customer services successes, then telling everyone about it. Chances are, most of the time you do some amazing customer service thing, very few people will know about what you did.

What would the business/customer relationship be like today if you could make great customer service a given for every company, in every industry, in the entire world? What would that customer service world look like? What would marketing be like? What would the sales process be like? How would the culture and atmosphere in the…

Great customer service feels great. If you don’t feel great, you’re not doing it right. I’ve worked in customer service for a long time. I’ve been part of many different successful customer service teams.

Once upon a time, if a storeowner provided bad service, there wasn’t much a customer could do. They could refuse to do business with the company, if possible, or they could tell their family and friends about their bad experience. Things have changed quite a bit since then. Technological advances have put power in the…