After several conversations with the support department at Superion this week, I was reminded of what a difference a person’s tone of voice makes when speaking with people and customers by phone. (The tone of voice in our emails matters too but... The importance of our customers’ experience with our business, when building a successful brand shouldn’t be underestimated. The customer experience has always been important. But it is even more important today. Because consumers can so easily share... “Buyers make most decisions by relying on their two-second first impressions based on stored memories, images and feelings.” – Malcolm Gladwell, Blink: The Power of Thinking Without Thinking Most of us know intuitively that first impressions are important. We... An article on Nimble about building customer loyalty got my attention a while back. The article, written by Ross Keating, was titled “How To Build Customer Loyalty And Increase Revenue”. Is How You Care Building Customer Loyalty? In particular, this... The Chairman and CEO of Gallup, Jim Clifton, wrote an interesting article in 2014 titled, “Employee Satisfaction Doesn’t Matter”. The title alone may cause some to cringe and gasp, especially if one doesn’t read the article in its entirety. I... “Success is neither magical nor mysterious. Success is the natural consequence of consistently applying basic fundamentals.” – Jim Rohn Savvy business people understand the role excellent customer service plays in the success of their business. They understand that... 