Category Archives: Customer Service

How To Top Up The Increasingly Important Emotional Bank Account

If you examine your current customer service and customer experience… Is it amazing and blowing people away or is it pretty average? Do your customers experience the same consistency between different team members or is there a vast difference? To understand our customer experience we need to look at something called the "emotional bank account".…
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Why should customers come to you over your competition?

In the business world you will always have competitors. If you want to stand out from the crowd and attract more customers then you need to know why your business is different and special. In this video, you’ll discover how to make your prospects choose your business over your competition. Highlights of the video: 00:02 -…
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Is your business boring enough?

Allowing your business to be boring sounds like a terrible idea, but if your business isn’t boring enough, then it is probably not performing as well as it could be.  Today’s video tip explores how as business owners we unnecessarily change and tweak things in our businesses because we are trying to avoid things getting…
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Why You Should Be Marketing To Your Existing Customers

A large majority of businesses that I talk to focus all their marketing time and resources on trying to get new customers. Often they overlook the opportunity that exists within their existing customers. Today’s video tip explores why you should redistributes some of that time and money from new lead generation into existing customer value…
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What are you really selling?

When asked the question “What do you sell?” many businesses give a very surface-level response. It is all about the product and not about the benefits that the customer gains. This week’s video tip is all about figuring out what the deeper emotional benefits are that customers gain from buying your product or service. When…
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Where to Find Your Ideal Customers

Investing in marketing and advertising can be a great way to generate new leads. But are the people receiving and digesting your marketing message actually the right people? I have a saying “If you are going to fish, you want to fish where the fish are.” Many businesses are casting their lead generation net into…
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Do You Make This Common Mistake in Your Communication?

Have you ever been in an argument before?  In an argument, communication can break down or worse still blows up and nothing gets resolved.  There is an alternative whereby simple changes in the way you are communicating can help you be a more effective communicator and get to a resolution sooner.  Learn more in this…
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3 Business Lessons I Learnt from Club Med

One thing I am passionate about is making sure business owners take holidays so they take the time to recharge and renew. I was doing this recently with my family at Club Med on Bintan Island and had an amazing experience. It taught me 3 valuable business lessons that I share in this week’s video.…
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Understanding The Cycle Of Business [Video]

As a business owner, being hands-on with everything in your operations just isn't necessary – it can even be harmful to your results. There is a cycle that you need to establish to be able to run your business successfully. And that is what you are going to learn in this week's video. For this…
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How To Turn Your Customers Into Your Best Salespeople [Video]

Many businesses get word of mouth. What if you could accelerate this and turn your customers into best salespeople. In this week’s video I share the ladder of loyalty outlining the steps you need to take to turn your customers into raving fans. This episode's pointers: 00:10 - How to start engaging people 00:36 - Suspect…
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9 Levels of Word of Mouth – Where do your customers fit?

Today I’m going to share the nine levels of word of mouth which gives you a tool to measure the word of mouth circulating around your business, products and services. You can then see where you are getting negative or weak word of mouth and find ways to correct it. So, launching into the nine…
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How to Increase Word of Mouth by Accelerating the Customer Decision Cycle

Word of mouth is easily the most powerful form of marketing and is absolutely free. People talk about ads they see, experiences they have and the products they purchase. If you treat people right and spread the word about your new products/services in a positive way, you’ll attract the right customers and client who will…
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Taking Advantage of the Christmas Rush

It is that time of year again, Christmas is just around the corner … and it’s time to start thinking about all those customers and how you are going to convert them into “Year-round Raving Fans.” Most retailers get a massive influx of never seen before customers over the Christmas period. And that’s a massive…
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How can you improve by 1% today?

The Rule of 1% is simply defined as improving your customer service one percent at a time. Before you can do this you must have your consistency down packed or it will never work. This one percent may seem small, but if you approach your vision with baby steps, you will find a huge increase…
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How to Create Consistency Around Your Customer Service

Consistency is the key to any great customer service experience. If you want to take your satisfied customers to raving fan status, you have to go above and beyond the average customer service experience. There are three ways to develop consistency: Avoid offering too many customer service options. We sometimes get so caught up in…
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How Well Are You Listening To Your Customers…

Understanding what your customers want is one of the keys to great customer service. Know who your customers are and you will know better how to serve them. Demographics are really important here. An upper-class woman in her 30’s is going to have completely different expectations than a working class man in his 50’s. There…
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3 Secrets to Great Customer Service

3 Secrets to Great Customer Service Customer service is a pretty hot topic and can make or break your business. Customers have little patience for bad customer service and easily get tired of waiting in long lines, trying to get a live person on the line, going through an interrogation to return something or trying…
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