You Can’t Serve Today’s Customer Using Yesterday’s Tactics

Technology is disrupting our world at an alarming rate. The conveniences we enjoy today weren't even fathomable years ago. Technology tells us when to wake up, where to go, what to do, who to meet, even when to eat. Our society is entirely dependent upon technology and is arguably lost without it. This isn’t going to ...

Driven by Determination: Lessons I’ve Learned Being a Rookie

Young, inexperienced, and new kid always came to mind whenever hearing the word 'rookie'- that is until I became one. My background is in marketing and post-graduation I was avidly looking for a position in that field. That all changed once I learned about Bristlcone Holdings, a fintech company that exists to 'democratize the world of finance'.   Prior to joining the ...

Have You Fallen into the Hatrix?

Receiving customer complaints is guaranteed as long as your doors (or website) are open for business. It’s not a matter of ‘if’ you will receive them, but rather ‘when’. Any seasoned leader or entrepreneur will tell you complaints come with the territory. And although you may have a legendary product bound to better the world ...

Speed and Efficiency Matter When Solving Problems

Every customer that has a problem has one common goal- resolution. If your support staff isn't adequately prepared to solve problems, especially the hard ones, it really doesn't matter how friendly your support staff is. At the end of the day customers want to be helped, and they don't want to work harder on that resolution than you.   According to ...

Are You a Good Customer?

You have a BIG problem, you're frustrated, and you feel like the only way to be helped is to act like an entitled Royal Queen Bee. Frustration is brewing like Old Faithful and you are ready to erupt. How you act as a customer will largely determine how you will be treated and ultimately the type ...

Customer Experience Starts in the Boardroom, Not the Frontlines

Creating a customer experience that leaves guests feeling wowed and appreciated takes unwavering dedication and commitment. Many believe the customer experience starts on the front lines. Although this logic makes sense, the customer experience really begins in the boardroom, starting with buy in and support from the top down. It doesn't matter how stellar your front line employees are- if ...

The Power of Hate: Why Embracing Complaints Will Transform Your Business

  Receiving customer complaints is guaranteed if your doors (or website) is open for business. It’s not a matter of ‘if’ you will receive them, but rather ‘when’. Any seasoned leader or entrepreneur will tell you that they come with the territory. And although you may have a legendary product that is bound to turn the ...

The Difference Between Ordinary and Extraordinary is…

Customers today are pretty conditioned to expect and accept status quo service. Many organizations offer a certain level of help because it's the industry norm and nothing more. So, when an employee or organization does something that goes above and beyond it's instantly noticeable.   Details matter...a lot. They are the difference between average and amazing. Take Lululemon for example- customers ...