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Guest Blog: 4 Things to Learn from a Disappointed Customer

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Complaints are opportunities to show how good you can be. –...

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Complimentary Should Mean Free

My buddy went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married and was flattered they chose to spend their special...

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Just Stop It!

There’s an old joke that goes something like this: A guy goes to the doctor. He raises his arm and complains, “It hurts when I do this.” The doc says, “Then don’t do that.” In other words, “Stop it!”...

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People Always Complain About That

The other day I was at my hotel waiting for my client to pick me up for a meeting. I wanted a quick breakfast, so I went to the hotel’s coffee shop to pick up some oatmeal. They had instant oatmeal in...

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5 Top Customer Service Articles for the Week of March 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would...

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Amazing Business Radio: John Brandt

The Trap of “Nincompoopery” in Business and CX Forging Real Relationships with Your Customers to Deliver Excellent Customer Service Shep Hyken interviews John R. Brandt. They discuss his new book,...

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5 Top Customer Service Articles For the Week of January 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would...

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The Five Best Things to Say to an Angry or Upset Customer

I was recently interviewed by Mario Martinez on his Modern Selling podcast. He shared a story about how he emailed the CEO of a company, and in an incredibly short amount of time, his phone rang, and...

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Guest Post: Should We Encourage Our Customers to Complain?

Josh Liebman is the Guest Experience Evangelist for ROLLER Software, a company that works with leisure and entertainment businesses to help them deliver better guest experiences. He shares the four...

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5 Top Customer Service Articles of the Week 5-23-2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to...

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