Topic
Customer experiencewhat people feel when they deal with you.
Customer experience isn't a department. It's everything a person feels while buying from you, asking you a question or complaining. This is the guide to everything I've written about it, organized so you can use it with your team.
Moments of truth
A handful of instants define the whole perception: first contact, the wait, the mistake and the goodbye. Finding them beats redesigning every process.
Complaints are opportunities
A customer who complains still wants to stay. How you respond to a problem weighs more on loyalty than everything that went right.
Standing out through experience
Product and price get copied fast. The way you treat people doesn't. That's the advantage that holds over time.
Every article on this topic (30)
- Saying Yes Isn't Always Serving
I traveled to China to buy light bulbs. I met the friendliest person ever. Everything I asked, she answered the same: "YES." That's when I understood something about service.
- Should I Tell Him or Not?
A couple of years ago, I had a meeting with a client. He was a 60-year-old man, and his 35-year-old son was with him. We started talking about social media.
- My New Cellphone
I have a new cellphone. And it's not what you expect. I swapped my iPhone for a button phone.
- From Beggar to King
"Carlos, thank you for your messages. I frequently forward them to my team." I receive responses like this sometimes. And every time they appear, they remind me why I insist so much on serving...
- 2 Liters of Water a Day
You've surely heard you should drink 2 liters of water a day. That it improves your health. Your focus.
- I Like You, But As a Friend
Some people have gold and don't sell it. You can have something amazing. Truly amazing.
- My Fly Was Open, And I Didn't Notice
Client rejection isn't always personal. Often, it comes from the same place for you and me. We live defensively.
- A Good Kind of Weird
I had a weird professor in college. A good kind of weird. Without knowing it, he taught me something I still see today:
- A Shock Bracelet
I once wore a bracelet that gave me electric shocks to become more disciplined. Not a metaphor. Not an exaggeration.
- Make This Knot
You want your team to stand out for its service. But it's not happening. They keep serving like it's a market stall:
- In the End, They Both Die
It's frustrating. Knowing you have something amazing, but your customers don't see it.
- Don't Be Like My Grandma
Customer service at most companies stinks. Yes, you read that right. Even though everyone swears it's their top priority.
- I Have a Problem with Parking Attendants
I have a problem with parking attendants. You know, the ones who "help you" park.
- Tinder Wasn't to Blame
"Exceeding customer expectations." Many people think that's service. It's not.
- Well, Go Get Me a Coke
"If you say serving is the way, then go get me a Coke!" Some people have told me that.
- Don't Call Me Charly
What's most frustrating isn't a customer not buying. It's explaining what makes you different, only for them to say:
- 17 Seconds Ago, You Didn't Know Him
If you're sick of clients who don't appreciate what you sell, keep reading. I'm with my kids. Out on the street, in a park, or a restaurant.
- A Garden on Fire
Dan Kennedy was at home in Phoenix. It was just another day. One of those days when you don't want anyone to bother you.
- An Empty Cafe and a Persistent Old Man
Opening a conversation with a client is hard. Not because you can't sell. Not because your product is bad.
- You Have 5 Seconds
"Dad, what happens if you put a bone in fire and add acid?" "Does wood melt with lava?" Questions my kids ask me.
- 8 Words
There's something that kills service. It's not lack of process or training. It's when people serving feel less.
- I Serve, But I'm Not Your Slave
In 2 minutes, discover the #1 enemy of good service. My family and I eat at the same place every Sunday.
- The Strangest Room Service of My Life
This is good. A simple tip to stop losing customers because they don't trust you, doubt you, or are simply afraid to make a decision. Look.
- The Strange Case of Water in Beer Cans
Selling is not convincing. Not pressuring. Not manipulating.
- Nemo, Rafiki, and the truth about how your customers think
There's one thing all successful businesses do that others don't. And you can apply it starting today. Look.
- A random barbershop gave me an unexpected lesson
In two minutes, you'll recognize the silliest sales mistake. And you're probably making it. Look.
- The Day I Blackmailed My Son with Mickey Mouse and Paw Patrol
To achieve great things, you need to change people. To sell more. To provide spectacular customer service. To truly grow.
- Give People What They Need, Not What You Want to Give
Serving isn't giving what you'd like to receive. It's understanding what the other person needs, which is rarely the same thing.
- Are You Handling Requests or Reading Emotions?
The dashboard says everything was resolved and the customer is still upset. That gap is emotion, not process.
- Toxic Customers: When It Pays to Stop Selling to Them
Some customers aren't difficult, they're expensive. They drain your team, your margin and your energy. Here's how to spot and release them.