"Today's customers expect more from the brands they do business with. They're also able to amplify and broadcast their experiences, whether positive or negative. To attract and retain customers today, businesses need a more sophisticated approach to customer experience. You need to give your customers a reason to stick around, visibly making their lives better and more convenient. You need to anticipate what 'good' will look like tomorrow to stay ahead of evolving expectations. The needs and expectations of your customers will be changing every day."

Be mindful of your posture, eye contact, tone, gestures, and expressions. Smile with your eyes and your mouth. Keep your body language open. Keep your tone steady, even, and consistent with your statements.

"It is not expected, nor is it in my job description, but I occasionally go onto our Amazon store and scroll through the reviews of our products. One evening, I came upon a negative review that seemed somewhat unfair. I was able to quickly ascertain that the result of the unsatisfactory product experience was user error. But I hated the idea that this was their impression of our brand. I reached out to them and told them I would be happy to discuss solutions to remedy their experience. I replaced their product and told them to reach out when they received it, and I would walk them through setting it up. At the end of their experience, they removed their old review and praised our company and our service."