Creating the Right ?Viral Reputation?

Unless you are brand new to business, or have been under a rock for quite some time - one key marketing technique (which isn't new) - is called 'Viral'.Based on the word 'virus' - viral marketing or viral business simply means it 'spreads' like a virus.The roots of online viral... Read More

When a Customer Has Done Everything to Get Your Goat

You try to make your customers happy. You sincerely WANT them to be pleased with your products and service. You go out of your way to provide quality and integrity in everything you do.So, why is it that every once in a while there's a customer who insists on totally,... Read More

Does Your Customer Talk Back To You?

What is your customer saying about you? Do you really know? Does your customer really know who you are?If you don't know what your customer thinks about you, your business, your product and your services, then you might as well close shop!A customer is the lifeblood of every business and... Read More

CRM = Customers (dont) Really Matter

CRM was supposed to bring companies closer to their clients. The basic idea was to; find out what a client wants and needs, give it to them, and get them to be your client for life.But as with all good technology, it hasn't actually brought the sales teams, marketing departments,... Read More

Outsourcing: The Unspoken Costs

Outsourcing seems to be the new-new thing and approximately 50% of our major corporations are doing it. What are the costs? The benefits? And what skills need to be managed in order to make it work optimally?Let's get a clear understanding of what we mean by outsourcing: it's the shifting... Read More

First Contact: The Source of Customer Loyalty

With customers being smarter, more cost conscious, more product knowledgeable and more demanding, improving customer service has become a major focus within many businesses. In Customer Satisfaction is Worthless; Customer Loyalty is Priceless, author Jeffrey Gitomer contends the real solution is shifting the paradigm away from customer service to customer... Read More

Should I Have My Company Mystery Shopped?

I wish I had a nickel for every time someone said to me, "Oh, you do Mystery Shopping; I always wanted to do that!" I think most people do find the thought of posing as a customer and reporting back on how they were treated, rather intriguing. But there is... Read More

Absence Makes the Heart Grow Fonder

However, in the world of business, this clich? may not necessarily be true. Sometimes it can be more like 'Out of Site, Out of Mind'.Your existing clients are your most important business assets. They are already aware of the exceptional products or services that you provide and you have already... Read More

What Do They Want Anyway?

You want customers. I want customers. We all want customers. And traffic alone is not enough. We need "interested" customers. Customers ready to listen, ready to buy. So you may find yourself asking, what do they want anyway?.... and how can I get them to buy?Instead of concentrating on the... Read More

Your Actions Tell Your Clients How You Expect To Be Treated

There is a widely accepted principle of human behavior that goes something like this. "Your actions tell the world how you expect to be treated." Look all around you and you will find that the truth of this statement is as evident as the clothes you wear.So, if you don't... Read More

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From Disgruntled to Champion - How to Turn an Unhappy Client Into Your Best Customer

It's a salesperson's worst nightmare- the phone call that comes... Read More

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

"Society is always taken by surprise at any new example... Read More

Stay - Say - Pay

Would you like to have customers that stay with you... Read More

Hook Me Up With A Human

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

Client Service as a Competitive Advantage

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

Basic Levels of Consumer Integrity that Presently Permeates Society

Reality is not always pretty. But here is a tad... Read More

The Art of Giving Great Service

Sales is tough to get right, and depends on retaining... Read More

Learning from Your Employees and Customers Complaints

Listening to complaints, whether they're reasonable or not, is a... Read More

We Got It Wrong: Never Under Promise & Over Deliver

You know how it is, you believe something for so... Read More

To Complain and Win! - My Personal Recipe

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

Why Cant Microsoft Make Soft Packaging?

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

Customer Service - A Lost Art?

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

Do You Want More Profits? - Follow The Golden Rules Of Providing Good Customer Service

Last night I was at my computer and a Skype... Read More

Keeping Clients Happy Keeps them Coming Back

Whether you are a seasoned small business professional, or you... Read More

Dont Be Afraid To Give Problem Customers The Boot

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

Saying Thank You to Your Clients

"Thanking your customers" - Why you should do it and... Read More

Setting Up a Customer of the Week Program for a Mobile Car Wash

In a mobile detail or mobile car wash business you... Read More

11 Ways to Get What You Want - Be a Clever Customer!

We all want great service, whether we are buying our... Read More

Tips for Curing Bad Customer Service

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

Handling Customer Complaints

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

What?s in a Name?

Different people call their Customers by different names. If they... Read More

Making the Connection: Customer Relationships That Build Your Business

Have you ever wondered why you often find a coupon... Read More

Learn to Anticipate Your Customers Needs

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