by Steve Miller | Jan 8, 2019 | customer relationship, uncopyable
Our first objective in business is to create a customer. Our second objective is then to keep that customer for as long as possible. Easier said than done, of course. But, in fact, there if you can answer this ONE question for each and every one of your customers,...
by Steve Miller | Oct 28, 2018 | customer relationship, customer service, Shane Co., Tom Shane
Their branding promise is, “You’ve got a friend in the diamond business.” If you live in an area where Shane Co. has a location, you’ve probably heard the iconic commercials produced and voiced by founder Tom Shane and his son Rordan. I was...
by kaykmiller | Aug 23, 2018 | attachment, customer relationship, marketing, the customer, uncopyable
Have you ever heard about a scam so good that even after it was exposed, the victims didn’t want it to end? It happened, and there are some Uncopyable Lessons to be learned. You might be familiar with the story of Don Lowry and his “Angels.” Lowry was busted back in...
by Steve Miller | Jul 22, 2018 | bad customer service, customer experience, customer relationship, customer service
A few weeks ago I shared my terrible customer service experience with Bud Clary Jeep in Auburn, WA. I have since had my Jeep serviced at a different dealer – Larson Chrysler Jeep in Puyallup, WA. My experience was polar opposite. They were great. But the Bud...
by Steve Miller | Feb 28, 2018 | customer relationship, lead generation, marketing
I recently surveyed my BFFs (that’s YOU!) asking to rate their use of a list of marketing tools. How competent do they feel about these tools? Which tools do they want to learn more about? After studying the results, three important questions came to mind: Are...
by Steve Miller | Jul 17, 2017 | customer experience, customer relationship, LinkedIn, Marketing Gunslinger, Social media, the customer
I’ve said it over and over, CEO’s need to be very careful about what they send out via the Internet. The latest case in point is the conversation between two CEO’s — one a past customer of a janitorial supply company and the other the CEO of Walter E. Nelson, the...
