Are You Putting Technology Before Your Customers?

Which is more important the technology or the customer?The one thing about the online world you can be sure of is change. It seems like every day there is a new technology being added which will make the internet more accessible. As online marketers, we strive to keep up with... Read More

Astonish your Customers With These Customer Service Tips

Customer service today is getting worse. Win customers over and you build your business for life. Proven by the leader in the industry -- Nordstrom's. Nordstrom's customer service keeps improving and they continue to drive others out of business because of it. Here are six ways you can thrill customers... Read More

To Complain and Win! - My Personal Recipe

Prime directive: Make sure your claim is reasonable! Otherwise, forget it.First thing: If you have a legitimate claim denied or a beef with a company (my method can be applied to insurance companies, dealerships, bad fish, or whatever), prepare yourself for the likelihood of frustrating conversations with people who either... Read More

Invalid Excuses for Poor Business Results - The Weather

Note to Kmart: It wasn't about the weatherIn the 1970s Kmart was the retailer to beat. No matter what happened, they seemed to turn profit. Customers were loyal and prices were hard to beat. The chain was opening more store each year than some of their competitors had in their... Read More

Oil Change Customer from Hell or Hoax; You Decide

Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile oil change companies remove the used motor oil from the crank case? Well they "Evacuate it" or in the industry we call it "E-VAC" and this means we suck it out of the dip stick tube with a thin tube... Read More

The Added Value - Is YOU!

If there was a restaurant in your town that was physically attractive and clean, had a pleasant variety of entr?es on the menu, served food that was prepared in an attractive manner, and the service was outstanding--the maitre'd greeted you by name, remembered which was your favorite table, stopped by... Read More

RETAIL GREETERS: Sales Builders or Customer Turnoff?

Do you need greeters or should you avoid them? That is the perplexing question many retail organizations are struggling with today. Often touted in the press as the perennial example of the benefits to employing greeters,Walmart has hung on to its practice faithfully. But does it work and if so,... Read More

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

A few months ago, I wrote about ingenious styles of customer service that every business should know about, mostly because their employees were inflicting them on their customers.For instance, I warned about "in your face customer service" and "run for cover customer service", two equally effective opposites...like pouring too much... Read More

How To Keep Your Customers Coming Back -- Understanding Customer Retention

Why do some businesses offer points, stamps or every tenth coffee for free?These businesses understand that a customer retention program is a fantastic way to ensure that customers keep coming back. The most recognized customer retention programs are those loyalty programs used by retailers, but this same principal can be... Read More

How To Kick Your Customer Service Up A Notch!

Welcome to the inaugural issue of Human Tech Tips -- Tip #1. How do we take your customer service and kick it up a notch?This is a big question so where do we begin?As an overview, it's a given that the answer is three-fold: People, Process, and Technology. Let me... Read More

In The News:

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Is Your Food Establishment Clean?

Is your restaurant, bar or hotel clean? I mean really... 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

Businesses Need to Rehumanise

Big companies and corporations have lost the human touch. The... Read More

The Death of the Loyal Customer

One of my classes in management focused on the repeat... Read More

Putting The Serve Back Into Customer Service

Good service is easy to spot and hard-to-find. Mediocre service... Read More

Complaints Are Actually A Good Thing!

Nobody likes to get complaints. They make you question your... Read More

The Logic of Emotion!

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

At the Carwash; The Customer really is always Right

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

Service Equals Performance Equals Service

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

You Bever Know Who Youre Serving

You Never Know Who You're Serving when customers turn irate.I... Read More

My Child Has Opie Eye!

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

Becoming A Solution To Your Customers Problems

Those of us in home based and small businesses are... Read More

Customer Service, Italian Style

Nowadays, we complain nearly all of the time about how... Read More

Whats For Lunch?

As an entrepreneur, I'm always intrigued by small businesses, home-based... Read More

Should I Have My Company Mystery Shopped?

I wish I had a nickel for every time someone... Read More

The History of CRM -- Moving Beyond the Customer Database

Customer Relationship Management (CRM) is one of those magnificent concepts... Read More

When the Customer Demands: Give a Discount or Lose the Order

Periodically every sales person encounters the customer who refuses to... Read More

The Art of Giving Great Service

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

CEM Can Improve Customer Loyalty

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

Invalid Excuses for Poor Business Results - The Weather

Note to Kmart: It wasn't about the weatherIn the 1970s... 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

Improving Customer Service

Improving customer service starts at the top - with us... Read More

The Marvelous World of Metaphors

Recognize metaphors from every angle and round up more insight... Read More

Customers - What They Really Want - 6 Secrets of Customer Service

What customers really want can be divided into two areas.Firstly... Read More

Your Number One Asset

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