Your Career Plan--Think Like A CEO

You've been going 6-to-late; exhausted by running the supersonic treadmill of life and wish you had a different job. But you can't because you have no time and you're left spent at the end of every day. Conversely, you're gut tells you that everything would be different if you could... Read More

Cheap To Keep

You've heard it all before when it comes to stats about customer retention. Acquiring a customer costs five to 10 times more than retaining one. Repeat customers spend, on average, 67 percent more. After 10 purchases a customer has referred as many as seven other people.So, if your focus is... Read More

What You Need to Know About CRM

1. It's all about the customer. Some companies focus too much on expensive CRM programs and elaborate IT departments and not enough on what is at the core of CRM. CRM programs need to be designed to appeal to the business' customers. The best Call Centers are the ones which... Read More

Customer Feedback: Everyone has an Opinion - USE IT!

Have you ever been in a department store and known exactly what you were looking for but couldn't locate any staff to help you find it? Think of your website as your very own department store, and your contact numbers, email addresses, and FAQ's navigational buttons as your staff. Without... Read More

4 Tips Toward Overcoming Bad Customer Service

Customer service is the pits, you say. You are not alone. One of the biggest gripes from consumers today is the poor service they receive at the hand of service providers. You need not be victimized by lousy service nor do you have to move heaven and earth to get... Read More

And The Difference is... Attitude

I returned a rental car at an airport yesterday. As the person who was going to check me in approached, he smiled (which shocked me) and said, "Hello Mr. Galler," which shocked me further as I don't have a clue how he knew my name ? obviously there was some... Read More

Adjustment DENIED

It's just a simple thing ? I bought a new set of shelves for my office. It wasn't a real problem, but when I got the shelves home, I found dents on the front of the shelves where the package had been leaned up on some other object, the shelves... Read More

Automating Your Help Desk Workflow

Do you know you can open, answer, close and report help desk information without human intervention?Automation is a powerful feature provided by most enterprise level help desk products; however, most organizations rarely take advantage of these features. Based on a survey conducted by RightStar Systems, only 5% of the help... Read More

Add Value - And Kill Mediocrity in Customer Service

There are two kinds of customer service we all experience occasionally, outstanding customer service, and bad customer service. What we experience most of the time is mediocre customer service.Mediocre is a strong word for average. That's where your experience as a customer is not memorable, nothing special - under-whelming might... 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 sector, it is important to make sure that we don't go crazy trying to protect ourselves from risk. Risk management does have a value but this value lies mostly on the front end. Reactionary risk management almost always produces a... Read More

In The News:

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Hook Me Up With A Human

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

Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls

It should be a straightforward business scenario: making sure that... Read More

The History of CRM -- Moving Beyond the Customer Database

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

From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service

Whether in a restaurant, a retail establishment, or the local... Read More

Why Passenger Surveys are a Transport Operators Best Friend

Public transport operators who already use passenger surveys may not... Read More

How to Deliver Exceptional Customer Service

Having been in business a number of years, I'm amazed... Read More

Communicating Value

Abstract: People buy for their reasons, not yours. This article... Read More

What?s in a Name?

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

Handling Customer Complaints

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

DONT Give Your Customers What They Want!

One of the mantras we hear repeatedly in business is... Read More

Over Deliver - The Key to Customer Satisfaction

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

Top Ten Strategies for Delivering 5-Star Customer Service

Customer satisfaction is valuable, but customer loyalty is priceless. In... Read More

We Got It Wrong: Never Under Promise & Over Deliver

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

Customer Service and Call Center Outsourcing, Whats The Buzz?

The buzz is all about customer service and call center... Read More

Sales Marketing: 10 High Impact Ways To Improve Your Customer Service

If you want to last a long time in business... Read More

Customer Service For Huge Profits

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

Passing the After-Sales Test

Some time ago a major UK food retailer decided to... Read More

Making Customer Satisfaction Surveys Work

Why bother? Good customer service is the life blood of... Read More

At Your Service: The Ten Commandments of Great Customer Service!

Customer service is an integral part of our job and... Read More

The Number 1 Rule for Businesses - Be Professional

Have you ever walked into a store and things looked... Read More

Clients... and 38 ways to communicate with them

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

Developing A Customer Complaint System

Background The company was experiencing an increase in the number... Read More

Writing The Book On Great Customer Service

Q: One of the big chain bookstores recently opened up... Read More

Dealing with Disgruntled Customers

No matter how hard you try, in business you simply... Read More