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Essential product management skills
How to work effectively with cross-functional teams
How to identify and prioritize customer needs
The Ultimate Customer Experience
Entrepreneurs often think they must do whatever they can to satisfy their customers. But satisfied customers defect all the time, and if you want to derive a competitive advantage from the product or service experience you offer, it's not enough to satisfy people--you need to impress them.
That's what success in business really comes down to: Delivering experiences that people don't enjoy just in the moment, but also remember well into the future--thereby cultivating the repurchase and referral behaviour that's the lifeblood of any organization.
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125 reads
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Recap Commitments
The last thing that happens in an interaction has a disproportionate influence on people's overall impression and memory of the experience (a consequence of the "recency bias," as it's known in psychology).
To help end on a high note, conclude calls, meetings, e-mails, and...
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100 reads
The Five Words To Take Ownership
"I can help you with that." If you confidently utter those words to a customer or an employee who comes to you for assistance, it immediately changes the tenor of the interaction.
To the person on the receiving end, it's a signal of ownership and advocacy--an indication that some...
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64 reads
Be Super Responsive
Imagine submitting a purchase inquiry through a "Contact Us" form on a business's website--and then hearing back from a company rep within minutes. Exceptional responsiveness is a rarity in today's world, and when we encounter something novel and unexpected, our brain is biochemically primed to f...
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58 reads
Greet Customers Right Away
If you work in a retail environment, be sure someone is greeting customers within 10 feet or 10 seconds of entering the store. That simple act of making eye contact and acknowledging the customer with a prompt and courteous greeting (even if just to say "I'll be with you in about five minutes...
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58 reads
Set Clear and Time-Based Expectations
When making commitments--be it to call someone, deliver a proposal, or provide requested information--don't promise to get back to people "soon" or "shortly," because those terms mean different things to different people.
In most business contexts, ambiguity is the enemy....
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62 reads
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A Customer Service Video Tutorial
68% of individuals said they would prefer watching a video than contacting a company’s support service to solve a problem with a product. Whatever product or service you offer, your customers will be more satisfied if you provide a video to help them fix their problem as fast as possible...
2. Never overestimate your worth
Feeling good about your product or service is definitely a booster. and great feedback pumps you up to do more. But when negative feedback comes, sometimes it sets us back heavily, especially at the beginning stages.
Some entrepreneurs quickly resort to defence and overestimate th...
Customer experience vs customer service
They do get mixed up a lot. But there is a very important distinction.
- Customer service is part of the broader customer experience. Customer experience means all of the interactions a customer has with a brand and how they feel about those interactions (the people yo...
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