Customer Service: Why Bears Make Bad Customers

Every business owner should have a picture of his or her ideal customer. When I picture my ideal customer, I see a business owner struggling to find time for all that needs to be done, someone passionate about what they do, someone striving to find answers to make their business... Read More

Communicating Value

Abstract: People buy for their reasons, not yours. This article covers the key elements that prospects want to hear you talk about.Always, but especially during lean times, effective sales professionals know the importance of communicating value.Budgets ? if they ever were discretionary ? are tighter. Business customers are being asked... Read More

How to Transform Your Voicemail into an Effective Medium of Communication

"Hi this is Randy. Leave me a message after the beep and I'll get back to you as soon as possible. Thanks and have a great day."Garbage.This is an example of a typical outgoing message that makes callers feel like they really are talking to a machine. Now, we've all... Read More

Turning Customer Mistakes Into Raving Fans

When you make a mistake with a customer, should you write them off as lost -- never to return again?Nope. There have been numerous studies which show that a customer who has had a problem and gotten it resolved in a timely manner and to their satisfaction is a more... Read More

A White Paper: Profiting with Kindness

In 2002, there wasn't much interest for Kindness in business, and some business people would question, "What does kindness have to do with business, anyway?" Is this a for real question or just to prove a point? Or perhaps they couldn't figure out what being kind really had to do... Read More

Customers - What They Really Want - 6 Secrets of Customer Service

What customers really want can be divided into two areas.Firstly - they want the core service of your business to meet their needs. They expect your product or service to work. If you say you're a plumber, then the customer expects you to fix their leaking pipe. If you say... Read More

Aint We Wonderful!

It may come as a surprise to you to discover that customers don't buy your products or services because they feel that you have a right to make a profit. In other words, their motive for doing business with you is not to help you buy the latest Jaguar or... Read More

Dont Be Afraid To Give Problem Customers The Boot

Q: In a recent column you made the point that the customer is always right, which I agree with. However, in the same column you also said that it is sometimes necessary give problem customers the boot. If the customer is always right, at what point do you think they... Read More

What You Need to Know About CRM

1. It's all about the customer. Some companies focus too much on expensive CRM programs and elaborate IT departments and not enough on what is at the core of CRM. CRM programs need to be designed to appeal to the business' customers. The best Call Centers are the ones which... Read More

6 Reasons Why Complaining Customers are Golden

With Some Tips on How to RespondTt has probably happened to you if you own your own online business. You get an email or even a phone call from someone who is upset or unhappy with this or that about your business. Most of us don't really care to deal... Read More

In The News:

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Your Voice Print

"Mountains are built one pebble at a time and climbed... Read More

The History of CRM -- Moving Beyond the Customer Database

Customer Relationship Management (CRM) is one of those magnificent concepts... Read More

Minimize The Pain of Check Recovery

$350 million in bad checks are written each and every... Read More

First Contact: The Source of Customer Loyalty

With customers being smarter, more cost conscious, more product knowledgeable... Read More

What Every Employee Should Know About How to See Customers Problems from Their Creative Side

Customer Service is a blessing and a curse; a blessing... Read More

How To Build Stellar Client Relationships

Your opportunity to build a stellar client relationship starts with... Read More

How to Deliver Exceptional Customer Service

Having been in business a number of years, I'm amazed... Read More

Take Care of Yourself Before You Take Care of Your Customer

One of the most important questions people ask when they... Read More

The Great American Customer Service Unawareness Campaign

Q: I'm so sick of you so-called business experts always... Read More

Customer Service: Why Bears Make Bad Customers

Every business owner should have a picture of his or... Read More

How Do You Create Customer Loyalty?

Another sad fact of life is that these days, very... Read More

Restaurant Scheduling for Success

- Excerpt from Richard Saporito's latest e-book "How to Improve... Read More

Automating Your Customer Support

My regular readers will know that one of the things... Read More

Service Equals Performance Equals Service

Service can be described as a "performance" of some kind... Read More

What Every Employee Should Know About How to Win the Loyalty of Customers

Dr. Michael LeBoeuf, in his cassette album entitled, Win... Read More

Customer Service A Chickens Way

Anyone who knows me knows my favorite fast food restaurant... Read More

4 Easy Steps to Better Online Customer Support

Customer support is very important when you're running a business,... Read More

Mexico: Online Ordering?Dont!

I got it into my head sometime in December 2004... Read More

At the Carwash; The Customer really is always Right

You have no doubt heard the saying that the customer... Read More

Small Business Customer Service Can Work Against You

Is the special treatment you designed specifically to keep customers... Read More

Under Promise & Over Perform: The Art of Managing Customer Expectations

I'll always feel warmly about Conrad's restaurant, in Glendale, California.On... Read More

Why Passenger Surveys are a Transport Operators Best Friend

Public transport operators who already use passenger surveys may not... Read More

Making the Connection: Customer Relationships That Build Your Business

Have you ever wondered why you often find a coupon... Read More

5 Ways Customer Service Managers are Implementing to Increase Customer Focus

According to a Forum Corporation survey of commercial customers lost... Read More

What Every Employee Should Know About How to Prevent Customer Service Conflicts

There are five techniques that have been proven to be... Read More

What Type Of Software Is This?

The other day while at the book store, I came... Read More

Have You Hugged a Customer Today?

It all started a couple of weeks ago when a... Read More

Are You Satisfying Your Customers?

The latest report from the American Customer Satisfaction Index (Michigan... Read More

Customer Service Is Dying - and Im Not Feeling So Good Myself

Have you ever called a company and been greeted with... Read More

What Every Manager Should Know About How to Prevent Customer Service Conflicts

There are five techniques that have been proven to be... Read More

Your Number One Asset

Customers put you in business, keep you in business, and... Read More

What Every Manager Should Know About How to Learn from the Complaints of Customers and Employees

Listening to complaints, whether they're reasonable or not, is a... Read More

Why Cant Microsoft Make Soft Packaging?

Why is it that Microsoft wants you to buy its... Read More