The Butterfly Effect

Source Several decades ago at a meeting of the American Association for the Advancement of Science, Edward Lorenz posed a question: “Does the flap of a butterfly’s wings in Brazil set off a tornado in Texas?”  Since that time, “the Butterfly Effect” has been the term used to describe situations where a small action results
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Business team negotiating

The Power of Conversation – Part 2

We are continuing the dialogue about the Power of Conversation! In our experience of having thousands of conversations with customers across North America and around the world, we are convinced of the value and power of having customer conversations to gather feedback. Here are a few more reasons why we are keen on conversations: Better
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The Power of Conversation – Part 1

It is the oldest form of communication. Conversation. It is arguably still the most effective one too. Nothing compares to the speaking and listening exchange between two people.  Beyond just the words, conversation is about how it is being said. Tone of voice, inflection, hesitation, emotion, dynamics … are vital for quality communication. This is
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Setting the Bar low_Rez

Who is Setting Your Customer Service Standards?

Who is setting your Customer Service Standards….your industry? Your ego? Or your Company? Some industries have “industry standards” but the bar is set quite low, just slightly above common courtesy in fact. If your industry does have customer service standards or benchmarks, even very good ones, why not determine how your company can exceed them?
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customer_appreciation road sign_rez

Do your Customers Know You Appreciate Them?

Many businesses have “Customer Appreciation Day” events and sales. Sometimes, it is a Customer Appreciation Week.  Companies and customers tend to associate “appreciation” with getting a bargain, a discount, some kind of measurable benefit at the cash register.   But is this the most effective way to show your customers how much you value them?
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keep-calm-and-love-your-customers-3_Rez (1)

If you think about your customers not as revenue units but as people, you are probably more open to think about how you can actually “love” your customers. “Love?” you ask. Yes love. If you think about how you feel when you bring a smile to your customer’s face or a look of surprise, an
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Customer Focus

5 Tips for Creating a Customer Focused Company

Companies that succeed and stand out from their competition are those which have a customer-focused culture. Customers will  drive further and pay more if your company’s customer service is head and shoulders above your competitors.  At the end of the day….it is all about how well your customers feel treated. Stellar customer service results in
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There are 3 sides to every story.

Film producer Robert Evans said, “There are three sides to every story – yours, mine, and the truth.” Every person in your company who deals directly with customers should be reminded of this. Many employees rush to defend the company when a problem with a customer arises. The problem is, the cost might be losing
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