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

Make An Action Plan To Improve Customer Service

Customer Service is a critical factor for keeping your clients coming back and ensuring they'll refer you to others. Growing your business will be a difficult task at best if you don't perform, meet and exceed your client's expectations, and provide service that creates customers for life.Customer service is all... Read More

What Do Your Clients REALLY Think of You?

I'd like to start this article with a test ?What do you get when you cross a Northern Canadian male, a 4x4 truck and heavy rain?You guessed it! ? Mud Bogging!!!!That is how I spent my morning. My husband's new truck was too shinny, so he felt he had to... Read More

Automating Your Help Desk Workflow

Do you know you can open, answer, close and report help desk information without human intervention?Automation is a powerful feature provided by most enterprise level help desk products; however, most organizations rarely take advantage of these features. Based on a survey conducted by RightStar Systems, only 5% of the help... 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

Add Value - And Kill Mediocrity in Customer Service

There are two kinds of customer service we all experience occasionally, outstanding customer service, and bad customer service. What we experience most of the time is mediocre customer service.Mediocre is a strong word for average. That's where your experience as a customer is not memorable, nothing special - under-whelming might... 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

We Got It Wrong: Never Under Promise & Over Deliver

You know how it is, you believe something for so long, everyone agrees with you, all the books tell you it's true and then suddenly you have a blinding revelation - we've all been duped! You know like my gorilla mates were? (If you're not sure about my gorilla mates... Read More

Adjustment DENIED

It's just a simple thing ? I bought a new set of shelves for my office. It wasn't a real problem, but when I got the shelves home, I found dents on the front of the shelves where the package had been leaned up on some other object, the shelves... 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

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Showing 1 - 10 of 296 Articles
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CRM = Customers (dont) Really Matter

CRM was supposed to bring companies closer to their clients.... Read More

4 Things Your Clients Want From Your Company

Sure, all clients are different. They have different kinds of... Read More

Ten Ways to Help You Improve Your Customer Service

1. Stay in contact with customers on a regular basis.... Read More

Minimize The Pain of Check Recovery

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

The Importance of Good Customer Service

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

Small Business Customer Service Can Work Against You

Is the special treatment you designed specifically to keep customers... Read More

Make Your Customer Your Friend

The simplest way to describe a 'durian' (pronounced doo-ree-ann) is... Read More

Sorry, No Customer Service After 4:00 P.M.

A few months ago, I wrote about ingenious styles of... Read More

At the Carwash; The Customer really is always Right

You have no doubt heard the saying that the customer... Read More

How To Build a Profitable Business

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

Client Service as a Competitive Advantage

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

Say It With Humor

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

All of the World of Business Is a Stage

One of the basics of acting taught to me in... Read More

Outsourcing: The Unspoken Costs

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

The Dissatisfied Customer

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

Handling Difficult Customers - 8 Strategies

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

Under Promise & Over Perform: The Art of Managing Customer Expectations

I'll always feel warmly about Conrad's restaurant, in Glendale, California.On... Read More

Accountability

The Call Center world is an intense pressure-driven environment continually... 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

Customer Neglect

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

Customer Service - A Sweet Essence

First let us specifically define customer service. It is the... 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... Read More

10 Customer Service Quality Statements to Measure up Against

It might sound quick and simple, to say how well... Read More

Is your Online Business Customer-Friendly?

Customer service is increasingly seen as one of the most... Read More

Retail Store U-Scan Machines: Self-Serve or Voluntary Part Time Job?

Do many of us realize that we are working an... Read More

The death of customer servie

The other day a reporter call to interview me on... Read More

What Every Employee Should Know About Putting Positive Phrases Into Customer Service

If you were a customer on the telephone with a... Read More

Raising The Bar For Online Magazine Subscription Services And Customer Service

After years of flying below the radar in the magazine... Read More

What Exactly is Customer Relationship Management?

The defintion of Customer Relationship Management (CRM) that I favor... Read More

Cheap To Keep

You've heard it all before when it comes to stats... Read More

Reducing Customer Resistance to Your Product or Service

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

Create a Positive, Upbeat, Can-Do Workforce and Dazzle the Customer with Your Caring!

Given the choice of dealing with a positive, upbeat employee... Read More

You MUST Sweat the Small Stuff

It's The Little Things That Make or Break a Small... Read More