by Steve Miller | Mar 5, 2019 | customer service, Sales
I took my Jeep in for an oil change recently and had an interesting experience that made me think. What if you delivered great customer service, but it still cost you a sale? Listen to my story and how I compare it to another service experience from many years ago....
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 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 | May 7, 2018 | customer experience, customer service, Gallery Furniture, Lifestyle Business Owner, Mattress Mack
I was recently interviewed by Aaron and Mayumi Muller on the Lifestyle Business Owner Show and we got into a discussion on why I don’t feel great customer service is enough to make you Uncopyable. To be sure, there are places where great customer service can give you...
by Steve Miller | Aug 14, 2017 | customer experience, customer service
There appears to be a blind spot in most corporation’s marketing strategies. Most organizations get the fact it’s very difficult to separate from the competition through product capabilities and quality. But far, far too many have shifted to the cliched statement of...
by Steve Miller | Jun 18, 2017 | Amazon, customer relationship, customer service, technology, Whole Foods
Amazon vacuums up Whole Foods. Pega World plans AI world domination. The technology steamroller continues to upset the apple cart of business. (What a mixed metaphor!) But really, what do YOU think about all this? How far should businesses go in using technology to...
