by Steve Miller | Apr 9, 2017 | bad customer service, bad marketing, customer service, Sears, Uncategorized
Two weeks ago I posted a video about the decline and fall of Sears. My weekly video is normally watched by a few hundred small business people, but the Sears video has well over 3000 views (as of 4/9/17). And mine isn’t the only YouTube video about Sears....
by Steve Miller | Mar 28, 2017 | customer service, Kay Miller, Sales
She was the only woman on an international sales force for Walker Automotive, a division of Tenneco, and the world’s largest manufacturer of automotive mufflers. Her husband said she could bend pipe with the best of them and called her “Muffler...
by Steve Miller | Mar 20, 2017 | customer service, Innovation, marketing, Shep Hyken
Every company says they have the best customer service. Every single one, including you. You might believe you have the best service, but why should a prospect believe you? What specific promise can you make regarding an important service that not only WILL you...
by Steve Miller | Dec 20, 2016 | bad marketing, customer service
I received an email holiday card yesterday. I hate impersonal email holiday cards. But that’s not my biggest gripe. The message in the card included a product pitch. I REALLY hate pitches in holiday wishes, and I’ll bet your customers do, too. Thanks for...
by Steve Miller | Nov 8, 2016 | customer service, marketing, surveys
I recently had two hotels send surveys after my stays. I’m sure you’ve had this many times, too. But both times when I checked out they asked me to give them the highest rating when I did get the survey. Of course, I’m going to give the rating they...
by Steve Miller | Sep 14, 2015 | customer service, experience marketing, marketing, referral marketing, the customer, Word of Mouth
Don’t anybody move. Keep your hands where I can see them. And you might want to sit down for this. I’ve got a GREAT customer service story for you! And there’s a terrific lesson we can all learn from it. My smoking’ hot wife, Kay, works for the...
