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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Customer No Service - How to Lose a Loyal Customer!

So today was the day where I almost stopped going... Read More

How to Succeed in Business Without Compromising Your Integrity

I spent some twenty years in the corporate world, for... 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 Appreciation - It Means Everything!

Want to know the secret for keeping your clients forever?... Read More

Over Deliver - The Key to Customer Satisfaction

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

Attitude of Service

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

Handling Angry Clients

What do you do when your client gets mad at... Read More

Become a Customer Enthusiasm-Guru!

One thing all successful small business owners have in common... Read More

Debt Elimination Scam

May people these days have a problem with mounting debt.... Read More

The Logic of Emotion!

Homebuyers are an interesting study. Watching people make their home... Read More

What?s in a Name?

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

Increase in Customer Sales = Increase in Customer Service

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

What Type Of Software Is This?

The other day while at the book store, I came... Read More

Five Tips to Calm Cranky Customers

1. Tis the SeasonRecognize that everyone is frazzled during the... Read More

Astonish your Customers With These Customer Service Tips

Customer service today is getting worse. Win customers over and... Read More

Customer Satisfaction and the Service Business

The relationship between customer satisfaction and success of a service... Read More

CRM For Beginners ? Customer Relationship Management Basics

In order to maintain a successful business, the business must... Read More

Service Equals Performance Equals Service

Service can be described as a "performance" of some kind... Read More

Clients... and 38 ways to communicate with them

As Alan Weiss (guru to the savvy consultant) says: "It... Read More

4 Myths about Customer Value

The purpose of business is to create and retain a... Read More

Difficult Customers - Theres No Such Thing

A couple of years ago I had a call from... Read More

One Critical Question to Ask Yourself Every Day

What happened to the old saying, the customer is always... Read More

The Nine Principles of Customer Service for the Travel Industry?

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

Handling Difficult Customers - 8 Strategies

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

The death of customer servie

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