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

At Your Service: The Ten Commandments of Great Customer Service!

Customer service is an integral part of our job and should not be seen as an extension of it. A company's most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by... 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

Finding Out Why a Potential Customer is Calling On You

Our challenge as the business owner/sales person answering the telephone, is to build rapport with the caller, quickly and easily.In most cases, the caller has been told something about you and your product or service. It is your job to find out exactly what they are calling about without asking... Read More

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

There are five techniques that have been proven to be effective in resolving, minimizing, and preventing conflicts. And by conflicts I am referring to any of the following that may take place between two or more people: misunderstanding, miscommunications, arguments, disagreements, mixed messages, fighting, etc.A. Active Listening: Use this approach... Read More

Dont Forget your Existing Clients

Quest for new clients shouldn't ignore those who pay the billsAcquisition. It's a big word in small business marketing. Companies are constantly looking at ways to draw new people to the business and generate new streams of revenue. In this quest, some small businesses make the mistake of focusing too... Read More

Get Customers to Stop Calling You--12 Easy Ways to Save Money with Online Customer Support

Despite rumors to the contrary, the Web is not dead. More people are using it, they have faster bandwidth, and in many cases Net-time is taking over TV- time. It's no wonder more users are turning to the Net for help, rather than the telephone. So why not take advantage... Read More

And The Difference is... Attitude

I returned a rental car at an airport yesterday. As the person who was going to check me in approached, he smiled (which shocked me) and said, "Hello Mr. Galler," which shocked me further as I don't have a clue how he knew my name ? obviously there was some... Read More

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

Dr. Michael LeBoeuf, in his cassette album entitled, Win Customers and Keep Them for Life presents twelve principles that will transform the workplace into a customer-driven, highly motivational team. Dr. LeBoeuf's program goes like this:1. Make a positive first impression.2. Help customers buy what's right for them.3. Ask the right... 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

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Showing 1 - 10 of 296 Articles
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The Consumer Power

While most companies talk about consumer friendliness, customer centricity, customer... Read More

Reducing Customer Resistance to Your Product or Service

Resistance has to do with putting up blocks that prevent... Read More

Cultivating the Trust Factor

In today's highly competitive economy, it is difficult to maintain... Read More

Customer Service: Why Bears Make Bad Customers

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

Customer Service and Call Center Outsourcing, Whats The Buzz?

The buzz is all about customer service and call center... Read More

Does Your Customer Talk Back To You?

What is your customer saying about you? Do you really... Read More

How to Deliver Exceptional Customer Service

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

How CRM Software Works -- Creating Customer Satisfaction with a Click

When people ask, "What is CRM?" the literal answer is,... Read More

Is Your CRM (Customer Relationship Management) System Doomed To Fail?

"Right, People. Let's blast out that mail campaign we've been... Read More

I Wont Tell My Lawyer but I Will Tell You

A general counsel of a large international consulting firm told... Read More

When a Customer Has Done Everything to Get Your Goat

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

Complaints Are Actually A Good Thing!

Nobody likes to get complaints. They make you question your... Read More

What Type Of Software Is This?

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

Complaining Consumers

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

Customer Service For Huge Profits

Customer service is the most vital asset for Business either... Read More

Write a Business Thank-You Note

Have you seen that thing on TV where the gal... Read More

Creating the Right ?Viral Reputation?

Unless you are brand new to business, or have been... Read More

Are You A Coward? I Was

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

Profit from a Customer Service Recovery Program

A client recently said to me: "Most days things seem... Read More

The Nine Principles of Customer Service for the Travel Industry©

If you want to learn how to get your clients... Read More

How Do You Create Customer Loyalty?

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

Sending Mixed Signals Can Send Your Clients Away

I call it the "wave and roll."You walk up to... Read More

Foolproof Customer Service Strategies (That Only A Fool Would Try!)

Ever notice how customer service varies from store to store?... Read More

Dissatisfied or Rude Customers Can Be Satisfied Customers

On a recent airline flight I was an upset... Read More

More Customers - Watch those Little Things

Two situations, two perfectly acceptable experiences, but in one case,... Read More

Communicating for Profit and Customer Satisfaction

The President of a 200+ store division of a major... Read More

Customer Conversion Mistakes That Will Cost You

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

Loyalty Programs May Keep Customers Coming Back ? But First You?ve Got to Earn their Trust

Remember trading stamps? If you're over 40, chances are you... Read More

Absence Makes the Heart Grow Fonder

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

Customer Service: Everyone is Fighting Their Own Personal Battles

Relationships... Money... Health..The Past...Failure..Mental and Spiritual Battles..Time Constraints...Professional pressures..At any... Read More

Handling Difficult Customers - 8 Strategies

In any business our customers are one of our most... 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

The Importance of Good Customer Service

Do you have good customer service? Even for your free... Read More