Learn about ways to make your customers go away, the exploding popularity of live chat, and how one retailer offers “returns made easy”... just not the retailer that advertises it. Bite-Sized Delights From the Episode: • What Not to Say - Micah Solomon shares words and phrases to avoid in a customer-focused culture in his book, Ignore Your Customers (And They’ll Go Away): The Simple Playbook For Delivering The Ultimate Customer Service Experience • Up Your Chat Game - Comm100's "Live Chat Benchmark Report 2020" details trends in chat statistics including the use of co-browsing, proactive chatting, and chatbots. • Unusual Return Policies - Amazon packages can now be returned at Kohl's but the process is still a bit choppy. What happens when the best intentions fail because of poor execution? Are You Looking for Things We Referenced? Ignore Your Customers (And They’ll Go Away): The Simple Playbook For Delivering The Ultimate Customer Service Experience Live Chat Benchmark Report 2020 by Comm100 Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!