27 06, 2016

Customer Experience 101: Cancelling Service Should Be Pleasant, Not Painful

2017-05-18T17:05:55-05:00June 27th, 2016|

Over the weekend, I called my mobile phone service provider to remove two unused lines from my account. The process took over an hour, which is ridiculous. As a customer, I should be able to "manage my account" with very few roadblocks. In other words, make it easy for customers to get what they want — even if that means breaking up with your business. Companies focused on the customer [...]

7 12, 2013

Accept Anyone’s Coupons

2017-05-18T17:06:00-05:00December 7th, 2013|

If a new customer came into your establishment ready to make a purchase, but they had a coupon for a competitor, would you accept it? Before you answer, consider the following facts: Chances of getting a sale from a new customer are between 5 and 20% Actual sales from promotions sent to new customers are fewer than 1% Loyal customers are less price-sensitive. New customers, however, will buy based [...]