Why Vendor Management is Crucial to Your Customer Experience


What happens if you can’t get the materials you need, from an exclusive supplier,  to build your widget because you’re way past due?

They may help you if you have a good relationship with them.

Simply put, realizing the role that your vendors play in the product or service that you offer to your customers is critical and can directly affect the customer experience and your company’s success. Selecting vendors and developing strong, long-term relationships will vary for different types of vendors and businesses but regardless requires many considerations.

Below I’ve outlined some key considerations in identifying key vendors and the benefits of building solid relationships. Continue reading “Why Vendor Management is Crucial to Your Customer Experience”

1 Very Simple Way to Impress a Customer

A waitress floored me with her amazing response when I found cheese in my omelet. Being pro-active with a customer, especially when they don’t expect it can score some serious points for you.

My wife and I went for breakfast one Sunday morning at one of our favorite cafes. The friendly waitress took my order for an omelet but trying to eat healthier, I ordered it without cheese, which I love.  The waitress later returned with our orders, refilled our coffees, smiled and asked if we needed anything else. We  thanked her and said we were all set.

As she walked away I cut into my omelet … and found ooey gooey delicious cheese. Stay with me here, this is not about the cheese. Continue reading “1 Very Simple Way to Impress a Customer”

Customer Experience Begins or Ends with Leadership

Still, to this day, Dale Carnegie has said it best, “People do not leave companies. They leave bad managers!”

It is proven painfully true that bad managers cause low productivity, high employee turnaround, and poor customer experience, all costing companies billions.

Successful companies recognize that a great customer experience begins with a great employee experience. Being customer centric is built on being employee centric. It is impossible to have deliver an exceptional customer experience unless the people taking care of your customers are happy. Continue reading “Customer Experience Begins or Ends with Leadership”

Why “I’m Sorry” are two of the Most Powerful Words for a Customer Experience

I suspect that no matter who you are, if someone has wronged you, the first two words  you want to hear are “I’m sorry.” But for some people, “I’m sorry” are the two hardest words to say especially in today’s world of business and customer service.

In personal relationships, there are complex psychological reasons why it’s hard to say I’m sorry so this article focuses on the business customer experience.

Learning how, why and when to say “I’m sorry” will almost guarantee defusing a bad situation and allow you to take control of it. You can also apply this to not-so-critical situations and win hearts. Continue reading “Why “I’m Sorry” are two of the Most Powerful Words for a Customer Experience”

Affirmations for a Winning Customer Experience Attitude

If you are in a front line customer service role,  success, surviving requires cultivating a strong mental attitude. So, how do you adopt a winning attitude of experience excellence that helps your career success and in your life?

Positive affirmations are at the core of countless motivational books but to many people they seem like nonsense.  So why are so many books dedicated to promising so much by doing something so simple. They seem hokey, right? But again …  Why do so many profess to the power of positive affirmations?

The theory is really quite simple: You ARE what you think.

Continue reading “Affirmations for a Winning Customer Experience Attitude”

6 Primary Reasons why ALL Customers Leave

Nobody wants to hear a customer complaining, right?

I sincerely hope you strongly disagreed. A complaint is a customer asking the company to save them from leaving and to keep them as a customer. It’s easy to make a customer smile when they are handing over money but complaints are the company’s true opportunity to convert customers into engaged apostles. Continue reading “6 Primary Reasons why ALL Customers Leave”

10 Vital Customer Experience Statistics That Will Blow You Away

There is nearly infinite data supporting the role customer service plays in the success of your company. Google it and you’ll be overwhelmed. From time to time (or when I have writer’s block 🙂 ) I will compile and post stats that I believe you’ll find insightful if not eye-opening. They are from creditable sources with links so read and believe.


  1. By 2020, customer experience will overtake price and product as the key brand differentiator. – Walker, “Customers 2020: The Future of B-to-B Customer Experience”
  2. 71 percent of consumers say that valuing their time is the most important thing a company can do to provide them with good service. – Forrester Research, “Understand Communication Channel Needs to Craft Your Customer Service Strategy”
  3. 62 percent of global consumers switched service providers due to poor customer service experiences in 2013. – Accenture, “Global Consumer Pulse Survey”
  4. 68 percent of businesses increased customer service spending in 2014. – Call Center IQ, “2014 Call Center Executive Priorities Report”
  5. Customer service costs Americans as much as $108 billion each year. – ClickSoftware/Harris Poll survey, 2014
  6. 71 percent of consumers have ended their relationship with a company due to poor customer service. – KISSmetrics
  7. Consumers are twice as likely to share their bad customer service experiences as they are to talk about positive experiences. – American Express, “2012 Global Customer Service Barometer”
  8. 62 percent of organizations view customer experience provided through contact centers as a competitive differentiator. – Deloitte, “2013 Global Contact Center Survey”
  9. 39 percent of consumers avoid a vendor for two or more years after a negative customer experience. – Zendesk, “The Impact of Customer Service on Customer Lifetime Value”
  10. Acquiring a new customer is six times more costly than retaining an existing one. – Merchant Warehouse

Continue reading “10 Vital Customer Experience Statistics That Will Blow You Away”