E-Business?s Best Friend: eCRM

From Ebay to the smallest home-operated start-up, e-businesses of all sizes struggle to accurately answer a common question: who are my customers? If you can't answer that question, chances are you're also in the dark about the following questions. What customer demand trends can I expect in the future? How... Read More

Empowering Customer Service Vital

It never fails to amaze me how many companies have employees who are empowered to offer former customers wonderful incentives to lure them back, yet their customer service representatives have the ability to offer virtually nothing to convince an unhappy customer to stay.Powerless, these CSRs often actually ignore customers' requests... Read More

The 7 Principles of Business Integrity

If you have integrity, nothing else matters. If you don't have integrity, nothing else matters. -- Alan K. SimpsonIf I were to ask you what attribute is the most influential in regard to the success of a business, would you know immediately which one is the most important? Based on... Read More

Create Win-Win Deals With Your Competitors

In the competitive world of the 20th century, we generally viewed competitors as the enemy. And a competitor was anyone who sold to the same target audience as us - even if they sold a different item. After all, since there was a finite group of customers and a limited... Read More

Sending Mixed Signals Can Send Your Clients Away

I call it the "wave and roll."You walk up to an intersection. You look both ways before you cross when you make eye contact with an oncoming vehicle. You meet the gaze of the driver. Politely and legally, he invites you to cross first. As you enter the crosswalk, you... Read More

Customer No Service - How to Lose a Loyal Customer!

So today was the day where I almost stopped going to my favorite supermarket here in Milwaukee. If you're in Milwaukee, you know the one I'm talking about: the cool one downtown that has 1000 different types of produce, and a whole aisle dedicated to gourmet coffee and teas. The... Read More

Customer Service Tips for Mail Order Businesses

Can we be too good to our customers? No way! Our customers are the backbone of our business! They're right no matter what! But I'm sorry to disagree with you. As small, honest and legitimate businesses - we have a tendency to place our product quality above money.... Read More

Dealing with People - Words to Avoid

You probably realise how the wrong tone of voice and negative body language can cause problems when dealing with other people, particularly customers and staff. However, using the wrong words can also cause problems.There are certain "trigger" words that cause people to become more difficult especially in emotionally charged situations... Read More

If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor!

First of all let's look at what customer service is all about.If you go into a shop and talk to anyone who works there you expect to be treated with respect, not sold to and to have en enjoyable experience.Often that isn't the case, in fact we're often not spoken... Read More

Service Equals Performance Equals Service

Service can be described as a "performance" of some kind involving two parties whereby one party is the benefactor and the other party is the performing party receiving some type of monetary payment. The value of the Service depends on the personal experience of the benefactor. When I looked it... Read More

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When a Customer Has Done Everything to Get Your Goat

You try to make your customers happy. You sincerely WANT... Read More

Customer Conversion Mistakes That Will Cost You

The following are common mistakes that Sales Managers and Owners... Read More

Complaining Consumers

The salesman's job is to be well informed; extremely well... Read More

The Death of the Loyal Customer

One of my classes in management focused on the repeat... Read More

Handling Customer Complaints

Even the best business will receive an occasional customer complaint.... Read More

Be the Customer: See Yourself as Your Customers Do

What do your customers experience when they interact with your... Read More

Marketing as a Spiritual Practice

"Marketing as a spiritual practice." It sounds contradictory ? how... Read More

First Contact: The Source of Customer Loyalty

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

How To Use Your Current Customers

Jay instructed a customer of his to offer a rare... Read More

Passing the After-Sales Test

Some time ago a major UK food retailer decided to... Read More

Are You A Coward? I Was

Over the last month, I have come to hate emails... Read More

Stellar Customer Service in 10 Simple Steps

If you're like me, you've had plenty of experience with... Read More

E-Business?s Best Friend: eCRM

From Ebay to the smallest home-operated start-up, e-businesses of all... Read More

How To Build a Profitable Business

It's never too soon to start saying thanks to your... Read More

How to Provide Instant Customer Service

Customer service is an essential component of any business. Clearly,... Read More

Say It With Humor

When you own a business, you may find yourself in... Read More

Leverage Customer Capital First

If you're still dreaming about raising outside capital for your... Read More

Invalid Excuses for Poor Business Results - The Weather

Note to Kmart: It wasn't about the weatherIn the 1970s... Read More

Stand Out in Business the Write Way

When was the last time you received a handwritten note... Read More

Client Appreciation - It Means Everything!

Want to know the secret for keeping your clients forever?... Read More

Clients?Do You Really Need Them?

Running a successful business takes a lot of energy and... Read More

Create Win-Win Deals With Your Competitors

In the competitive world of the 20th century, we generally... Read More

Post Office, Incredible Lady Postmaster

There are two Post Offices that I routinely visit. One... Read More

Hit The Jackpot With Customer Complaints

Our most powerful instinct is to avoid customer complaints, but... Read More

Customer Neglect

What have you done for your existing customers lately? Probably... Read More

Listening: The Foundation of Communication

Listening is the #1 communication skill for leadership, selling, customer... Read More

Communicating Value

Abstract: People buy for their reasons, not yours. This article... Read More

How to Succeed in Business Without Compromising Your Integrity

I spent some twenty years in the corporate world, for... 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

Poor Customer Service - Are Your Customers Driving Away Other Customers

Every customer you have is a word-of-mouth advertiser for you.... Read More

The Reality of Customer Service in America and Best Efforts in Franchising, We Can Do Better

Yesterday I went to buy a sandwich at a franchised... Read More

Absence Makes the Heart Grow Fonder

However, in the world of business, this cliché may not... Read More

Learn to Anticipate Your Customers Needs

This morning I was having breakfast with my good friend... Read More