A Multipass

A multipass gives the consumer the concept of savings, while they spend far more money. Better value per visit, but overall outside of the normal threshold of spending. Visit us more than once and save big. Totally compelling. How many Read More …

Empathy As a Customer

Do you ever find yourself, as a marketer, operations or manager of a business (or someone who can simply relate) and have empathy as a customer…for the employee? I routinely find myself being upset on behalf of the people who Read More …

Already Closed

Even when you are already closed, if you pick up the phone, the customer is more likely to call you again in the future. Of course, this does more than provide empathy for the customer, it gives you insight into Read More …

Maintain Patience

Working through a customer service issue it is not easy to maintain patience (is it?) No matter what side you’re on you have to maintain patience whether they are overly rude or excessively sweet…and hopefully able to find a resolution. Read More …

Self Service Minimums

In the environment when someone has to help themselves, you may end up with “self service minimums“. In this scenario, consider someone who actually comes to the store because the website was not clear and/or lacked some information. When they Read More …