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

Over Deliver - The Key to Customer Satisfaction

Client satisfaction starts with meeting or beating the contractual obligations of the relationship. There are also some intangibles that can help you to over deliver to a client.MeetingsIn most organizations it's easy to deliver additional value around meetings, because statistically, most companies run meetings poorly. Capture important notes during your... Read More

Moments That Matter

Many years ago, I was a first year apprentice assigned the task of pressure washing a set of condensing coils on the roof of a grocery store on Capital Hill in Seattle, an upscale part of town.It was a 90-degree day, in late August. To make matters worse, it was... Read More

Handling Angry Clients

What do you do when your client gets mad at you? How do you handle this? An angry client can be one of the biggest time and energy drains on a sales person. What you should specifically do will obviously depend on what the client is angry about. Sometimes our... Read More

11 Moments of Truth

These moments come when a customer or client?1. Hears someone else praise you or your work.2. Likes your physical presentation (appearance, voice, and smile).3. Is touched intellectually and emotionally by what you say.4. Recognizes you as a model of who or what the person would like to become.5. Hears that... Read More

Identify Your Silent Customer Service Message

With the growing number of people in every business sector, doing business requires creativity and ingenuity. The entrepreneur that understands the importance of thinking differently is the entrepreneur that sees their businesses growing. However, too many business owners are relying on the old ways of doing or packaging their products... Read More

Boomerang Customers- What You Might NOT Think Brings Them Back!

With all of the calendars and PDA's and lists I make I recently did a really dumb thing. I forgot my best friend's birthday and her anniversary. Both special days are back to back and I forgot both of them. After being friends for twenty years I feel old and... Read More

My Child Has Opie Eye!

7:00 a.m., the silence in the house is broken by my child's call to me, from another room, "Mom, please take care of my Opie eye!"Huh?... My mind is spinning trying to process this information, what sort of illness is Opie eye? Is it a variation of Pink eye? What... 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

Learn to Anticipate Your Customers Needs

This morning I was having breakfast with my good friend Diane at one of my favorite breakfast nooks. I enjoy the atmosphere there although I've been less than pleased with the customer service so far.This morning when we decided to go to breakfast, my mouth started watering for their delicious... Read More

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Moments That Matter

Many years ago, I was a first year apprentice assigned... Read More

What Do Your Clients REALLY Think of You?

I'd like to start this article with a test ?What... Read More

4 Easy Steps to Better Online Customer Support

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

Customer Service Has Moved Toward Customer Care

As I waited for an answer to my VCR inquiry... Read More

Whats For Lunch?

As an entrepreneur, I'm always intrigued by small businesses, home-based... 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

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

What customers really want can be divided into two areas.Firstly... Read More

Why Cant Microsoft Make Soft Packaging?

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

The Sellers Creed

I will not make sales. I will make Customers.I will... Read More

Customer Neglect

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

Are You Satisfying Your Customers?

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

Five Ways To Wow Your Client

Running a business is about providing goods and services to... Read More

Renewing Customer Loyalty

Every business loses customers, but not many do much about... Read More

How to Succeed in Business Without Compromising Your Integrity

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

How to Provide Instant Customer Service

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

Minimize The Pain of Check Recovery

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

Hook Me Up With A Human

Oh, what has happened to the carbon-based organizational interface? Many... Read More

Dont Eliminate The Middle Man - Add One

Today, there are situations when we actually add a "middle... Read More

11 Moments of Truth

These moments come when a customer or client?1. Hears someone... Read More

Responding to Complaints

It's possible that in the course of your business dealings,... Read More

How To Use Your Current Customers

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

I Wont Tell My Lawyer but I Will Tell You

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

My Child Has Opie Eye!

7:00 a.m., the silence in the house is broken by... Read More

Customer Service Consultants

When all else fails in your company to meet the... Read More

Quality vs. Quantity

There is a battle in Call Centers. The teams are... Read More

Putting The Serve Back Into Customer Service

Good service is easy to spot and hard-to-find. Mediocre service... Read More

Customers Who Rave About You and Your Service

According to customer service studies by marketing gurus of the... Read More

Revealed ? A Simple Formula For Success! Exceeding Expectations

Delight = Customer Expectation plus 1. This was the simple... Read More

Loyal Customers Take Commitment

In today's competitive world of retail, many stores are implementing... Read More

The Death of the Loyal Customer

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

Customer Service For Huge Profits

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

Attitude of Service

When conducting a training session about customer service, I always... Read More