4 Easy Steps to Better Online Customer Support

Customer support is very important when you're running a business, whether your business is on or off the net. If your customer support is hopeless, you'll soon find your customers running away from you and worse, telling others to stay away too.If you're like many of us out there, the... Read More

Over Delivering Provides Big Results

Over promising is a problem only when you under deliver. There are a number of ways that you can overdeliver to your customers or prospects, and as a result create a win-win situation for you both. They will be provided with some additional value, while you will be upgrading your... Read More

A New Way To Handle Complaints, Or Is It?

What a lot of money we have been wasting on dealing with customer complaints.Instead of dealing with them and attempting to satisfy the customer we should create a process that makes complaining so difficult then when customers complain they get such a huge negative experience and never receive any satisfaction.They... Read More

Customer Service, the Internets Primary Neglected Business Concern

Customer service is everything to a business. Just look at big, successful retail chains: They let you return perfectly good merchandise just because you changed your mind. Is that insane? Yes, pretty much, but it's also good customer service, and it's a good investment, and the "secret" of success, for... Read More

Five Ways To Wow Your Client

Running a business is about providing goods and services to human beings. Their experience with you can make the difference between a good day, a terrible day, a nothing-special day, and a "WOW" day for them! Wouldn't you like to be the reason a client's day changes from boring to... Read More

Customer Service and Call Center Outsourcing, Whats The Buzz?

The buzz is all about customer service and call center outsourcing, also known as BPO (Business Process Outsourcing). According to Gartner, the outsourcing market in Europe has grown with over 6%, BPO with 10%. The market for offshore outsourcing (to low wage countries) is growing with a whopping 40% this... Read More

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

"Right, People. Let's blast out that mail campaign we've been planning for so long."It's time to put your trusty CRM software to work; to let it earn its keep. You run a search of people and companies you want to target.You soon realize something's wrong when your list is far... Read More

The Drawback of Hacking Off a Blogger Through Weak Process Gaps and Pathetic Customer Service

With all of the recent data theft in the financial sector, it is important to make sure that we don't go crazy trying to protect ourselves from risk. Risk management does have a value but this value lies mostly on the front end. Reactionary risk management almost always produces a... Read More

Renewing Customer Loyalty

Every business loses customers, but not many do much about getting them back. And that is a big mistake. Studies show that the average business looses 20 percent of its customer base each year.Here's what that means in practical terms: For example, let's say your business has 700 customers that... Read More

All of the World of Business Is a Stage

One of the basics of acting taught to me in grade school was the important principle of "staying in character." Staying in character means holding the image and personality of the character you are assigned to portray without letting your own personality leak through.Applying the principle in school, I would... Read More

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Your Career Plan--Think Like A CEO

You've been going 6-to-late; exhausted by running the supersonic treadmill... Read More

More Customers - Watch those Little Things

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

Making The Most Of Newsletters

Newsletters can be wonderful tools for communicating with your customers... Read More

My Child Has Opie Eye!

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

Who Says the Customer is Always Right?

We all know the old adage, "The Customer is Always... Read More

How to Provide Instant Customer Service

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

What Do Your Clients REALLY Think of You?

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

Customer Service - A Lost Art?

Is customer service a lost art? Before you answer that... Read More

The Consumer Power

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

Treating the Customer Dissatisfaction Epidemic: How to Go Beyond Simply Masking the Symptoms

Corporations in every sector are spending more than ever before... Read More

Turning Customer Mistakes Into Raving Fans

When you make a mistake with a customer, should you... Read More

Customer Feedback: Everyone has an Opinion - USE IT!

Have you ever been in a department store and known... Read More

Over Deliver - The Key to Customer Satisfaction

Client satisfaction starts with meeting or beating the contractual obligations... Read More

Your Actions Tell Your Clients How You Expect To Be Treated

There is a widely accepted principle of human behavior that... 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 Dissatisfied Customer

We, as small business people, naturally dislike complaints from our... Read More

And The Difference is... Attitude

I returned a rental car at an airport yesterday. As... Read More

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

Customer service is an integral part of our job and... Read More

How To Build a Profitable Business

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

Committed To Your Customer? Prove It When They Complain!

Businesses like to brag in their advertising about quality of... Read More

Sending Mixed Signals Can Send Your Clients Away

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

To Complain and Win! - My Personal Recipe

Prime directive: Make sure your claim is reasonable! Otherwise, forget... Read More

Developing A Customer Complaint System

Background The company was experiencing an increase in the number... 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 For Huge Profits

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

The Added Value - Is YOU!

If there was a restaurant in your town that was... Read More

CEM Can Improve Customer Loyalty

'A 5 percent increase in customer retention increases profits by... Read More

Handling Customer Complaints

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

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

With all of the calendars and PDA's and lists I... Read More

Client Service as a Competitive Advantage

As someone who has been heavily involved facilitating strategic planning... Read More

Dont Be Afraid To Give Problem Customers The Boot

Q: In a recent column you made the point that... Read More

Communicating Value

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

Outsourcing: The Unspoken Costs

Outsourcing seems to be the new-new thing and approximately 50%... Read More