Phone Rage or . . . Customer Delight?

In July a few years ago, I received an email that caught my attention. “For a limited time, reserve your official Commemorative Jacket for the Chicago Marathon. Pre-ordered jackets will be shipped in September. Why wait until October—reserve yours today.”  (The power of email marketing!) Since...

6 Sentences Customers Love to Hear

Can you remember the last time you had an especially good customer service experience?  One that caused you to think: “This is a good company. I’ll come here back to buy again.” It is amazing how certain words will cause customers to feel welcome and appreciated – and cause them to...