by msynk | Oct 13, 2020 | Company Culture, Customer Service, Trust
Lately, it seems to be part of the human condition, making things harder than they need to be. Everywhere but especially in Customer Service or Customer Experience. We’re all guilty of it, and often unknowingly. Lately I’ve noticed that what driving this...
by msynk | Dec 4, 2019 | Communication, Company Culture, Customer Service, Sales, Systems, Uncategorized
Recently, I spent a day with Joey Coleman. Joey is the author of Never Lose a Customer Again. Over the course of that day, he shared some ideas we have all heard, but regularly over look, when trying to increase sales. There’s a basic theme to all of his advice....
by msynk | Dec 4, 2019 | Book Review, Company Culture, Customer Service, Excellence, Growth, Uncategorized
Not too long ago, one of the buzz phrases in the business world was “operational entanglement.” The term described the practice of creating a high value for your customers as you served them. Their successes would be so dependent on you that they would...
by msynk | Oct 29, 2019 | Brand Promise, Customer Service, Marketing, Strategy, Uncategorized
I’m so glad Netflix is streaming episodes of Cheers, an iconic TV show for those who weren’t around when it originally aired in the 1980s. There is a regular character who causes all of us who have watched the show to yell in unison when we see him walk in...
by msynk | Oct 3, 2018 | awareness, Customer Service, Growth, Strategy, Uncategorized
Do you compete to be better or compete to be different? Which is the best for you and your business? Yes, I know I’m a flower child from the sixties (not really, but I did march in protest at the University of Michigan on the President’s lawn during the...
by msynk | May 16, 2018 | Brand Promise, Clarity, Communication, Customer Service, Growth, Uncategorized
The most important question to ask your customers is…oh, but don’t ask right away. It is an important question to ask but not during the sales process. Ask it after you have landed the customer and have delivered well on your commitments. Ask it of all...
