Great quote from Valeria Maltoni: Complaints are symptoms. Only 2% of the population — or even less — bothers to say something, anything. Which leaves the business with a false picture of what customers experience. Those few customers that bother to complain are your most valuable assets. They are your early warning sign. You need [...]
Tag Archives: customer experience
What’s the simplest way to make life easier?
How do you find your car in the parking lot? This little paper reminder will help. Other garages probably came up with some much more complicated schemes. This works well, and it’s easy. So ask yourself: Is there an easier way to solve the problem? Is there something we can do for a few bucks [...]
Show your customers that you really get them
The American Girl store is an astonishing place. Every detail is designed to make a little girl feel that it’s her store. This one is my favorite: A doll holder in each bathroom stall. Because my baby girl does not want to put her baby on the floor by the toilet, and she doesn’t want [...]
Give them a reason to stop in your store
The Brookstone store at the airport offers to recharge your dead phone for free. What a great offer! Incredibly beneficial: Saves the butt of stressed travelers Easy to do: A few chargers, a power strip, no real cost Relevant: And, of course, they sell travel chargers
Turn the miserable into the awesome
Sick kid. Waiting at the pharmacy. Could be a disaster. Give kid a coloring book. Kid has fun. Now kid insists that this is the only pharmacy she’ll go to. Parents switch pharmacy. Lesson 1: It’s easy and cheap to thrill customers. Do it. Lesson 2: The person who influences a purchase often isn’t the [...]
Do you want a window seat? Turn disappointment into delight!
The Mucky Duck is a great restaurant on the beach in Captiva Island, FL. It has great ocean views — if you get a window seat. But not everyone can have a window seat … So the owners created a rolling window they can bring right to your table. Everyone laughs, everyone’s happy. Lesson: How [...]
How to scare away new customers
We ordered a sample pack of a new kind of computer paper. We even paid $10 for the samples. They charged us $10 shipping. We ordered $150 worth of parts from a catalog on our first order. We forgot a few things, so we bought $20 more. There was a $4 ‘small order fee’. There [...]
What a difference a dollar makes
I was lucky enough to be flown to Rome first class (on someone else's dime). Delta out, United back. Each airline gave us a little overnight kit: Sleep mask, socks, toiletries, etc. Compare the nice reusable case that Delta provided to United's nylon sack. Delta probably spent at most $1 extra. But the experience and [...]
Check out the Comic Book!
Work With Me
Learn to be a great word of mouth marketer.
Learn more >>
We're the community for social media leaders at the world's greatest brands. Learn more >>
Learn about my keynote speeches >>
