Strategic responsibility: Client Care and Feeding

The custody, guardianship & defense of your clients is a strategic responsibility for anyone interested in customer retention. When you fail to provide timely, wise counsel to your clients, it creates risk. An aging example that has a very recent twist is Windows XP. The subject is only an example, as the lesson applies to […]

Your referrals leave an impression

Recently, I received an email from someone who described a rather unpleasant home improvement job, which involved the purchase of materials and a subsequent installation of them. We like these things to be boring – meaning everything went smoothly with no drama. This one doesn’t appear to be turning out that way. When I say […]

The most expensive refund

photo credit: Julia Manzerova During my recent trip to Tulsa, I stopped into a chain drug store (similar to Walgreens) next door to the hotel. When I got to the register, a mom with two young kids was trying to exchange an item she had purchased for a very similar item that had the same […]

Things a software vendor should never say

photo credit: Simone Lovati Are you damaging the relationship with your customers when you respond to their requests for help? If the staff receiving feedback reacts to bug reports and questions as if they’re a personal insult, you probably are. Snarky remarks, veiled insults and/or disdain have no place in the feedback loop, yet they […]

How much trouble do you go to for your customers?

Most companies go to a little bit of trouble to create content for their customers. Some go to a lot. Some exert little or none. Hubspot exerts more than most for a video on their unsubscribe page. How hard are you working for your customers? Hat tip to PRDaily for the find.  

The value of trust

In this TED talk, Amanda Palmer explains “Business is Personal” in the context of her music and art businesses. It’s obvious that her connection with fans and followers is personal and immensely important to her. From a business perspective, not having that connection would mean she’d have to act like most other musicians. IE: Sign with […]

Did you train them to defend your business or your reputation?

Them, meaning “your staff”. Are they using your policies and training as a shield to protect your business, or are they using them as tools and leverage to protect your customers and your brand? There’s a big difference between the two. An example is this story involving a repeatedly broken-down U-Haul truck, whose details quickly […]

The ROI of Social Media is…

Two minutes and change that hit some of “the what and the why” discussed during my Social Media – A Roadmap for Small Businesses talk this week. The ROI of social media is that your business is still here in five years.

What’s your plywood?

“When youâ??re a carpenter making a beautiful chest of drawers, youâ??re not going to use a piece of plywood on the back, even though it faces the wall and nobody will ever see it. Youâ??ll know itâ??s there, so youâ??re going to use a beautiful piece of wood on the back. For you to sleep […]