Have you sent a thank you note lately?
photo by dryicons.comWhen was the last time you sent a physical thank you note? And how about the last time you received one of these notes? Taking the time to write a note by hand is really worth it, even…
Customer Feedback is Gold
The most humbling way to know whether you’re building a great product is to get direct feedback. Try whatever you’re doing from the customer’s point of view. Now, observe the customer doing it with your mouth closed and your ears…
Customers are precious
“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends” – Jeff Bezos It’s easier to keep a customer than get…
If you love customers, set them free
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Talking to a customer is like being on stage
If you’ve spent any time talking to customers, you’ll know what I mean when I say that talking to a customer feels like being on stage. When you pick up the phone or walk into the room with a customer,…
David vs. Goliath: How can you beat a giant who owns the market?
Be more like Amazon Fresh, and Less Like The Phone Company Becoming a verb for consumers is a sign that your company has made it. Google it. Just Uber It. When your company’s name becomes the shorthand for a great…
Do some customers deserve better service?
Which customer would you rather deal with: the one who tells you what’s wrong or the one who buys faithfully and then leaves without prior warning? While you might not see the warning signs of the customer who’s unhappy immediately,…
Customers are Always Right (Until They’re Not)
This post is part of the Startup Edition writing collaborative. Read more about this here. When you get a request from a customer, one of the following quotes just might come to mind: “The customer is always right” –Marshall Field…
Why “How You Sound” Matters to the Customer
How do you sound to the customer? Customers are engaging your brand in more than one channel and especially on their phones. That means that the same customer might be talking to you on email, on Twitter, via phone, or…
