Writing The Book On Great Customer Service

Q: One of the big chain bookstores recently opened up near my small book store. Already I can see my business starting to decline. Is there anything I can do to compete with the bigger store or should I just accept the inevitable? -- Peter Q.A: A wise man once... Read More

How to Retain Your Customers the Dish Network Way

Customer retention is vital to a business. If you cannot retain your customers you will be continually losing current customers and always on the search for new ones. This can be very expensive. Retaining current customers means continual sales which is essential to keep your business afloat. Here are some... Read More

Five Ways To Wow Your Client

Running a business is about providing goods and services to human beings. Their experience with you can make the difference between a good day, a terrible day, a nothing-special day, and a "WOW" day for them! Wouldn't you like to be the reason a client's day changes from boring to... Read More

How To Build Stellar Client Relationships

Your opportunity to build a stellar client relationship starts with managing the gap between your perception of how things are going and your client's.Begin the process here . . .--Know who your ideal client is.Minimize problems from the get-go by targeting clients you want to work with and clients you... Read More

CRM For Beginners ? Customer Relationship Management Basics

In order to maintain a successful business, the business must understand and maintain a positive relationship with its customers. Customer Relationship Management (CRM) is the process of bringing the customer and the company closer together. There are many different areas in which Customer Relationship Management can be implemented. The goal... Read More

How To Handle Customer Billing Snafus

Q: I just discovered that for the past six months I have been billing a client half of what I should have been. Should I just include the total of the past due balance on his next bill or contact him first to let him know that it's coming? This... 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 chat window opened up with a link in it from a stranger. I clicked the link and was taken to one of those "You would have to be crazy to pass up this business opportunity" sites. You know, the kind... Read More

One of the Secrets of a Great Customer Experience

A few weeks ago we conducted our annual "Customer Experience Study Tour" in London England. This is where we take delegates to visit a number of leading Customer Experience companies for a behind-the-scenes look at how they approach the task of building a great Customer Experience. Companies include Pr?t-a-manger, Virgin... Read More

Are You A Coward? I Was

Over the last month, I have come to hate emails and answerphones; not because I get 100 emails every day but because emails and answerphones are fast becoming the tool of the coward. At Beyond Philosophy we worked with a client a while ago whose account managers and sales teams... Read More

Customer No Service - How to Lose a Loyal Customer!

So today was the day where I almost stopped going to my favorite supermarket here in Milwaukee. If you're in Milwaukee, you know the one I'm talking about: the cool one downtown that has 1000 different types of produce, and a whole aisle dedicated to gourmet coffee and teas. The... Read More

In The News:

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Customer Service For Huge Profits

Customer service is the most vital asset for Business either... Read More

Restaurant Owners ? How Important are People Skills?

You are serving great food. Your establishment is new, spotless... Read More

How to Easily Increase Your Profits

Do you remember the last time you went into a... Read More

Finding Out Why a Potential Customer is Calling On You

Our challenge as the business owner/sales person answering the telephone,... Read More

How To Build a Profitable Business

It's never too soon to start saying thanks to your... Read More

The Consumer Power

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

Why Communication Skills Dont Work In Customer Service

Every time my firm conducts communication skills training, we know... Read More

Renewing Customer Loyalty

Every business loses customers, but not many do much about... Read More

Dealing with People - Words to Avoid

You probably realise how the wrong tone of voice and... Read More

Customer Service: Everyone is Fighting Their Own Personal Battles

Relationships... Money... Health..The Past...Failure..Mental and Spiritual Battles..Time Constraints...Professional pressures..At any... Read More

RETAIL GREETERS: Sales Builders or Customer Turnoff?

Do you need greeters or should you avoid them? That... Read More

Stellar Customer Service in 10 Simple Steps

If you're like me, you've had plenty of experience with... 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

Putting The Service Back In Customer Service

The future of customer service is here. Technology has made... Read More

One Critical Question to Ask Yourself Every Day

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

Listening: The Foundation of Communication

Listening is the #1 communication skill for leadership, selling, customer... Read More

What You Need to Know About CRM

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

Are You A Coward? I Was

Over the last month, I have come to hate emails... Read More

A New Way To Handle Complaints, Or Is It?

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

What Do They Want Anyway?

You want customers. I want customers. We all want customers.... Read More

Outsourcing: The Unspoken Costs

Outsourcing seems to be the new-new thing and approximately 50%... Read More

Modern Call Center Solutions - Keeping in Touch is the Key

Call center solutions solve a range of age-old problems. As... Read More

Client Appreciation - It Means Everything!

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

How To Use Your Current Customers

Jay instructed a customer of his to offer a rare... Read More

Automating Your Customer Support

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