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

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Revealed ? A Simple Formula For Success! Exceeding Expectations

Delight = Customer Expectation plus 1. This was the simple... Read More

Why Cant Microsoft Make Soft Packaging?

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

A New Way To Handle Complaints, Or Is It?

What a lot of money we have been wasting on... Read More

Automating Your Customer Support

My regular readers will know that one of the things... Read More

Dealing with Difficult People

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

The Dissatisfied Customer

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

It Is All About Customer Service!

In this day of terrible customer service, it should come... Read More

Listen to Suggestions

If you are up to your ears in a stressful... Read More

Customer Service Tips - Is Your Business A Leaky Bucket?

Customer service and customer service training are vital for any... Read More

The Drawback of Hacking Off a Blogger Through Weak Process Gaps and Pathetic Customer Service

With all of the recent data theft in the financial... Read More

Committed To Your Customer? Prove It When They Complain!

Businesses like to brag in their advertising about quality of... Read More

A White Paper: Profiting with Kindness

In 2002, there wasn't much interest for Kindness in business,... 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

In the Villa of the Sick Cat -- A Lesson in Customer Care

If you're a pet owner, you know the stress of... 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

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

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

Handling Customer Complaints

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

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

Are you concerned about customer loyalty? Are your customers so... Read More

Make An Action Plan To Improve Customer Service

Customer Service is a critical factor for keeping your clients... Read More

Cultivating the Trust Factor

In today's highly competitive economy, it is difficult to maintain... 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

The Consumer Power

While most companies talk about consumer friendliness, customer centricity, customer... Read More

Got A Consumer Problem?

Millions of people, just like you, end up with a... Read More

My Child Has Opie Eye!

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

What Exactly is Customer Relationship Management?

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