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Orthodontists Wanting More Patient Referrals Drifting Away from Old School...
Successful orthodontists are the doctors that understand that the “Old School” method of practicing medicine simply won’t make it in today’s world. Patients are customers. Beyond quality orthodontic...
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Never Under Estimate the Power of a Thank You Note to Boost Customer Loyalty
Thank You Notes Show You Care About Your Customers Remember Thank You notes? The things that we encouraged to write as kids every birthday or holiday when we received gifts from relatives or friends?...
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The Best Way to Increase Patient Satisfaction, Care, and Loyalty
HEALTH CARE DEPENDS ON EMPATHY AND COMPASSION The most important investment to make in health care? It's not the technology, not the office flow, not the insurance contracts, but rather focusing on...
View ArticleCustomer Loyalty and Profits Thrive In a Strong Customer Centric Culture
Getting new customers, keeping those customers, and making more money are the goals you have for your business, right? Then let me share one of the most crucial factors into setting up that equation –...
View ArticleCustomer Service – One of the Biggest Mistakes to Avoid
What is one of the biggest mistakes companies make in their customer service efforts? Not asking for or not encouraging customer feedback. The customers are the people keeping you in business. Listen...
View ArticleImproving Customer Service: How to Handle Upset Customers Successfully
Improving customer service requires the fine art of working with frustrated and upset customers. We’ve all had them. We all know the principle that if you can successfully turn around an upset...
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Customer Service – Which Comes First – the Customer or Your Staff?
Which Comes First – The Customer or Your Staff? Customer service is an obvious and crucial focus for any company looking for sustainable financial success. You MUST focus on customers. You MUST value...
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Customer Service Surveys – Have Them Take a STAND!
I often work with clients to create customer surveys to get valuable feedback from customers about the way they do business, ways to improve, what is working, what isn’t, etc. One of the most frequent...
View ArticleCustomer Service – Can You Be TOO Nice and Scare Customers Away?
Is it possible to be TOO nice as a Customer Service Rep? Can being TOO nice scare people off? A client of mine asked this question of me yesterday during a workshop and it gave everyone pause for...
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Customer Service – The POSITIVE Impact
The POSITIVE Impact of Customer Service… I typically let you know how much poor customer service is COSTING your company. This week, my news is much more positive and I can show you to make them work...
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Customer Service – It CAN Earn You Loyal Customers!
I preach continually about the importance of Customer Service and am really happy to share this personal story. Last week I was on my annual pilgrimage to Chicago with some good friends. Every year, I...
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Resolutions Don’t Work in Customer Service… Habits Drive the Customer Experience
Resolutions Don’t Work… HABITS Do First off, I hope all of you had a wonderful holiday season and are looking forward to the promises and opportunities of 2015. Many of you likely fell into the...
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Niceness Makes ALL the Difference in Reducing Patient Angst
Patient Satisfaction Starts with the Heart Customer service and being nice can make or break a first impression, especially in a medical office. My family recently changed insurance companies due to...
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Good Business Is About Showing Customers the LOVE Through Good Customer Service
The secret sauce to getting more customers and making more money? Show Your Customers The LOVE! Show Your Customers the Love It doesn’t get any simpler than that. Think about the way we build personal...
View ArticleHow Bad Customer Service Slashes Your Sales and What to Do About It
Bad customer service – we’ve all experienced it. The receptionist that seems impatient with us on the phone. The server at the restaurant that is condescending and rude, thus ruining our dining...
View ArticleWhy All the Fuss About the Customer Experience? Episode #1 – Why All the Fuss...
What’s all the fuss about the customer experience? This episode explains why the successful companies are using the Customer Experience as a strategic advantage, building a loyal customer base, and...
View ArticleImproving Customer Service: How to Handle Upset Customers Successfully -...
Improving customer service requires the fine art of working with frustrated and upset customers. We’ve all had them. We all know the principle that if you can successfully turn around an upset...
View ArticleEpisode 15 – Written Communication Skills to Improve the Customer Experience...
Once it’s in print, it’s ALWAYS in print. Any printed conversations – digital or paper and ink – with or ABOUT a customer live on for eternity. Because of this, we need to be extremely cautious and...
View ArticleEpisode 008 – Creating an Effective Customer Journey Map
Episode 008 – Creating an Effective Customer Journey Map Shownotes What Journey Mapping ISN’T Not a process map Not or … Read MoreEpisode 008 – Creating an Effective Customer Journey Map The post...
View ArticleEpisode 010 – The Last Impression of CX Counts More Than You Realize
Episode 010 – The Last Impression of CX Counts More Than You Realize – Shownotes… You never get a … Read MoreEpisode 010 – The Last Impression of CX Counts More Than You Realize The post Episode 010...
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