Find Out Where Your Firm Stands in Today?s Customer
Looking For Ways to Improve Sales and Customer Relationships?Find Out Where Your Firm Stands in Today's Customer Touchpoint Management (CTM) Revolution by Taking the CTM Quiz(San Rafael, CA) What could be more important than improving sales and your customer relationships? Today, there is a fast growing movement, a revolution, among... Read More
Client Service as a Competitive Advantage
As someone who has been heavily involved facilitating strategic planning processes with organizations during the last 15+ years, I often find it somewhat amusing how people answer the questions I pose.For example, if I ask people, "What is your unique differentiation in the marketplace?" or "What does your organization really... Read More
Raising The Bar For Online Magazine Subscription Services And Customer Service
After years of flying below the radar in the magazine subscription service arena online, MagMall.com is gaining traction real fast. In December, the subscription retailer relaunched it's once relatively boring (though clean) site with the express intent of competing more effectively against its rivals. Key to the makeover is allowing... Read More
Cheap To Keep
You've heard it all before when it comes to stats about customer retention. Acquiring a customer costs five to 10 times more than retaining one. Repeat customers spend, on average, 67 percent more. After 10 purchases a customer has referred as many as seven other people.So, if your focus is... Read More
How to Walk the Floor and Talk to Customers
This may seem a strange topic to introduce. Yet, it is the most under-used skill by many retail managers, but one of the most important roles in their supervision.1. You Are the Maitre of Your BusinessYour role is take that of a maitre d'hotel. You should meet your guests (customers),... Read More
Customer Service: Stop Sabotaging Your Customer Relationships
If you've called for customer service recently you're familiar with this recorded message "This call may be recorded or monitored for quality purposes." I immediately think to myself, "Oh great, here comes the game of 20 questions."Now don't get me wrong. I spent many, many years training Customer Service Reps.... Read More
Quality vs. Quantity
There is a battle in Call Centers. The teams are Quality vs. Quantity; two performance factors that don't seem to get along.? Representative Super Speedy says, "I've taken more calls than anyone on the team today. My average handle time is the lowest on the floor."Coach Level Head breaks it... Read More
4 Things Your Clients Want From Your Company
Sure, all clients are different. They have different kinds of strengths, weaknesses, cultures and goals. Even what blocks their efficiency and growth (blind spots) is different. Davis, Kingsley & Company has conducted hundreds of interviews and there are four strong themes that always emerge.Listen to me. This is the Big... Read More
How to Succeed in Business Without Compromising Your Integrity
I spent some twenty years in the corporate world, for much of it I was not particularly interested in spirituality. It was a world where profits reigned supreme, often with little respect for the rest of society.It took a while for change to happen in Australia, but led by Ralph... Read More
Ten Ways to Help You Improve Your Customer Service
1. Stay in contact with customers on a regular basis. Justas it is bad news to send out too many emails to customers,it is just as bad to not stay in contact with them.Customers don't want to feel abandoned. So don't. Here are three things to help you stay in... Read More
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DONT Give Your Customers What They Want!
One of the mantras we hear repeatedly in business is... 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
Develop Loyal Customers for a Lifetime ? part 2 (11 ? 20)
Traditional marketing strategies encourage business owners to continually grow their... Read More
Customer Service Has Moved Toward Customer Care
As I waited for an answer to my VCR inquiry... Read More
When the Customer Demands: Give a Discount or Lose the Order
Periodically every sales person encounters the customer who refuses to... Read More
5 Golden Online/Offline Business Rules To LIVE Or DIE By
Whether online or off, if you plan on running or... Read More
Invalid Excuses for Poor Business Results - The Weather
Note to Kmart: It wasn't about the weatherIn the 1970s... Read More
Should I Have My Company Mystery Shopped?
I wish I had a nickel for every time someone... Read More
Modern Call Center Solutions - Keeping in Touch is the Key
Call center solutions solve a range of age-old problems. As... Read More
Accountants / Lawyers Do Yourself a Favor - What do Your Customers Want?
In my day to day practice in strategic human resource... Read More
Dont Be Afraid To Give Problem Customers The Boot
Q: In a recent column you made the point that... Read More
Clients... and 38 ways to communicate with them
As Alan Weiss (guru to the savvy consultant) says: "It... Read More
Are You Putting Technology Before Your Customers?
Which is more important the technology or the customer?The one... Read More
Sorry, No Customer Service After 4:00 P.M.
A few months ago, I wrote about ingenious styles of... Read More
And The Difference is... Attitude
I returned a rental car at an airport yesterday. As... Read More
Debt Elimination Scam
May people these days have a problem with mounting debt.... Read More
Writing The Book On Great Customer Service
Q: One of the big chain bookstores recently opened up... Read More
Customer Service - Winning Customer Experiences
Winning Customer ExperiencesMuch research has been done on what the... Read More
Saying Thank You to Your Clients
"Thanking your customers" - Why you should do it and... Read More
Putting The Service Back In Customer Service
The future of customer service is here. Technology has made... Read More
Making Customer Satisfaction Surveys Work
Why bother? Good customer service is the life blood of... Read More
Customers - Hold Onto the Ones Youve Got
You probably spend a great deal of your time looking... Read More
Customer Service - A Lost Art?
Is customer service a lost art? Before you answer that... Read More
Creating the Right ?Viral Reputation?
Unless you are brand new to business, or have been... Read More
Make An Action Plan To Improve Customer Service
Customer Service is a critical factor for keeping your clients... Read More
Customer Service, the Internets Primary Neglected Business Concern
Customer service is everything to a business. Just look at... Read More
How to Deliver Exceptional Customer Service
Having been in business a number of years, I'm amazed... Read More
Customer No Service - How to Lose a Loyal Customer!
So today was the day where I almost stopped going... Read More
Outsourcing: The Unspoken Costs
Outsourcing seems to be the new-new thing and approximately 50%... Read More
Stellar Customer Service in 10 Simple Steps
If you're like me, you've had plenty of experience with... Read More
All of the World of Business Is a Stage
One of the basics of acting taught to me in... Read More
We Sell For Less and Our Stores Are a Mess!
What kind of image do you present when marketing your... Read More
Automating Your Help Desk Workflow
Do you know you can open, answer, close and report... Read More
Cheap To Keep
You've heard it all before when it comes to stats... Read More
Customer Service Is More Than Just Being Nice To People
Many organizations tackle to the issue of customer service by... Read More
What Exactly is Customer Relationship Management?
The defintion of Customer Relationship Management (CRM) that I favor... Read More
Customer Satisfaction and the Service Business
The relationship between customer satisfaction and success of a service... Read More
Clients?Do You Really Need Them?
Running a successful business takes a lot of energy and... Read More
Hook Me Up With A Human
Oh, what has happened to the carbon-based organizational interface? Many... Read More
Customer Conversion Mistakes That Will Cost You
The following are common mistakes that Sales Managers and Owners... Read More
Reducing Customer Resistance to Your Product or Service
Resistance has to do with putting up blocks that prevent... Read More
Over Deliver - The Key to Customer Satisfaction
Client satisfaction starts with meeting or beating the contractual obligations... Read More
What To Do When Youve Blown It
It's bound to happen sooner or later ? yes, even... Read More
You Bever Know Who Youre Serving
You Never Know Who You're Serving when customers turn irate.I... Read More
Whats For Lunch?
As an entrepreneur, I'm always intrigued by small businesses, home-based... Read More
The Number 1 Rule for Businesses - Be Professional
Have you ever walked into a store and things looked... Read More
From Disgruntled to Champion - How to Turn an Unhappy Client Into Your Best Customer
It's a salesperson's worst nightmare- the phone call that comes... Read More
Develop Loyal Customers for a Lifetime ? part 1 (1 ? 10)
Traditional marketing strategies encourage business owners to continually grow their... Read More
We Sell For Less and Our Stores Are a Mess!
What kind of image do you present when marketing your... Read More
Develop Loyal Customers for a Lifetime ? part 2 (11 ? 20)
Traditional marketing strategies encourage business owners to continually grow their... Read More
Write a Business Thank-You Note
Have you seen that thing on TV where the gal... Read More
How To Boost Your Bottom Line With Two Little Words
I hate to sound like one of those cheesy get-rich-quick... Read More
RETAIL GREETERS: Sales Builders or Customer Turnoff?
Do you need greeters or should you avoid them? That... Read More
How to Deliver Exceptional Customer Service
Having been in business a number of years, I'm amazed... Read More
Dealing with People - Words to Avoid
You probably realise how the wrong tone of voice and... Read More
Customer Service A Chickens Way
Anyone who knows me knows my favorite fast food restaurant... Read More
What Type Of Software Is This?
The other day while at the book store, I came... Read More
Invalid Excuses for Poor Business Results - The Weather
Note to Kmart: It wasn't about the weatherIn the 1970s... Read More
How To Handle Customer Billing Snafus
Q: I just discovered that for the past six months... Read More
Turning Customer Mistakes Into Raving Fans
When you make a mistake with a customer, should you... Read More
Tips for Curing Bad Customer Service
Bad customer service is everywhere these days - unmanned front... Read More
Cultivating the Trust Factor
In today's highly competitive economy, it is difficult to maintain... Read More
Provide Exceptional Value - Grow Your Business
The primary objective of a business is to get and... Read More
Who Says the Customer is Always Right?
We all know the old adage, "The Customer is Always... Read More
You MUST Sweat the Small Stuff
It's The Little Things That Make or Break a Small... Read More
Is Your Food Establishment Clean?
Is your restaurant, bar or hotel clean? I mean really... Read More
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