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

Top Ten Strategies for Delivering 5-Star Customer Service

Customer satisfaction is valuable, but customer loyalty is priceless. In today's competitive world of business, it is becoming more and more important to deliver customer service that is unbeatable. These ten creative strategies can support you in turning your customers into walking billboards for your business.1. Treat your customers like... Read More

Listening to Customers - 5 Tips

In a strange juxtapositioning of articles, this month's UK 'Management Today' has three pieces, relating to the importance of listening to customers.Susan Rice, CEO of Lloyds TSB makes it clear how vital it is for great leaders to listen and hear. She uses the example of how Coca... Read More

Are You Giving Your Customers Enough Reasons To Return To Your Business?

Good customer service just isn't enough anymore in the marketplace in which we live. Times are changing and business owners are learning that they need to create such an awesome customer loyalty program that they are always at the forefront of their customers' minds on a regular basis.To compete in... Read More

Complaints Are Actually A Good Thing!

Nobody likes to get complaints. They make you question your judgment, they can ruin your day, and they almost always leave you in a bad mood. But what if I told you that complaints are actually a good thing?Really! I'm not kidding. Complaints are one of the best forms of... Read More

6 Reasons Why Complaining Customers are Golden

With Some Tips on How to RespondTt has probably happened to you if you own your own online business. You get an email or even a phone call from someone who is upset or unhappy with this or that about your business. Most of us don't really care to deal... Read More

Can Three Words In Websters Dictionary Be The Key To Customer Loyalty?

Are you concerned about customer loyalty? Are your customers so loyal that they will stick with you through hell and high water? And if not, you really need to question how you can create a customer relationship that's so gluey, that you never go bluey in the face. Funnily you... 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

It?s Customer Service Stupid: Delivering Customer Service Training That Sticks

"Society is always taken by surprise at any new example of common sense."This Ralph Waldo Emerson quote opens one of the most impressive works on customer service: Michael LeBoeuf's book How To Win Customers and Keep Them For Life. I am a fan of the book, and of the man,... Read More

Hook Me Up With A Human

Oh, what has happened to the carbon-based organizational interface? Many organizations have digitized humans ? aka carbon-based units - out of existence in their customer service operations. Now, I love digital technology as much as anyone, but it is time to bring the people back into their appropriate customer service... Read More

In The News:

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Leverage Customer Capital First

If you're still dreaming about raising outside capital for 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

Be the Customer: See Yourself as Your Customers Do

What do your customers experience when they interact with your... Read More

Learn to Anticipate Your Customers Needs

This morning I was having breakfast with my good friend... Read More

Customer Service - A Lost Art?

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

Post Office, Incredible Lady Postmaster

There are two Post Offices that I routinely visit. One... 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

What You Need to Know About CRM

1. It's all about the customer. Some companies focus too... Read More

Increase in Customer Sales = Increase in Customer Service

One of the most popular questions asked in online business... Read More

How To Handle Customer Billing Snafus

Q: I just discovered that for the past six months... Read More

10 Customer Service Quality Statements to Measure up Against

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

How To Build Stellar Client Relationships

Your opportunity to build a stellar client relationship starts with... Read More

Marketing as a Spiritual Practice

"Marketing as a spiritual practice." It sounds contradictory ? how... Read More

Are You Putting Technology Before Your Customers?

Which is more important the technology or the customer?The one... Read More

Customer Service: Stop Sabotaging Your Customer Relationships

If you've called for customer service recently you're familiar with... Read More

Your Number One Asset

Customers put you in business, keep you in business, and... Read More

How Not to Get Stiffed, Improving Your Collection Procedures

Some businesses have slow paying customers or past due balances... Read More

Small Business Customer Service Can Work Against You

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

Dealing with Difficult People

1. Don't get Hooked !!!When people behave towards you in... Read More

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

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

What Every Manager Should Know About Seeing the World from Where the Customer Is Standing

It is important to remember that the customer doesn't necessarily... Read More

Tips for Curing Bad Customer Service

Bad customer service is everywhere these days - unmanned front... Read More

The Nine Principles of Customer Service for the Travel Industry?

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

The death of customer servie

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