Customer Satisfaction and the Service Business

The relationship between customer satisfaction and success of a service business is a direct one. Customer satisfaction measurement, however, is a much more complex matter. Customer satisfaction is a qualitative assessment of the services you provide, and therefore it is a surrogate measure of the value of your services to... Read More

Customer Service, the Internets Primary Neglected Business Concern

Customer service is everything to a business. Just look at big, successful retail chains: They let you return perfectly good merchandise just because you changed your mind. Is that insane? Yes, pretty much, but it's also good customer service, and it's a good investment, and the "secret" of success, for... Read More

Customers - Hold Onto the Ones Youve Got

You probably spend a great deal of your time looking for new customers or clients. However, are you sure your doing enough to hold onto the ones you've got.One of the least costly ways to grow your business is to get customers to come back and buy more of your... Read More

We Sell For Less and Our Stores Are a Mess!

What kind of image do you present when marketing your products? Are you professional and well organized or does your store/site/whatever scream, "sloppy!," to those who matter the most: your customers? Let's see how one leading retailer is winning the sales war, but losing an important battle: store organization.WalMart is... Read More

Under Promise & Over Perform: The Art of Managing Customer Expectations

I'll always feel warmly about Conrad's restaurant, in Glendale, California.On the morning of the Northridge earthquake, Conrad's was the only restaurant in town that opened for business, and stayed open until the last customer went home. (For the record, I had a jumbo burger with Swiss cheese, grilled onions, fries,... Read More

Complaining Consumers

The salesman's job is to be well informed; extremely well informed. For this information is how he earns his bread. At a car dealership the commission over the MSRP on some cars would barely be enough to pay rent. A dealer must fight for every penny of the margin in... Read More

Call Center Software - Your Tool of Choice in Customer Relations

The call center represents your first line of communication with customers and potential customers. Whether you choose to outsource this service or to establish an in-company call center, this is one area in which quality is paramount and cannot be compromised. Clients' questions and concerns need to be dealt with... Read More

If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor!

First of all let's look at what customer service is all about.If you go into a shop and talk to anyone who works there you expect to be treated with respect, not sold to and to have en enjoyable experience.Often that isn't the case, in fact we're often not spoken... Read More

Communicating for Profit and Customer Satisfaction

The President of a 200+ store division of a major retailer learned of a serious communication problem and commented that 'this was to be expected in large organizations'. Well, that clears everything up. Many retail executives don't believe that communication is important enough to get it right by coming up... Read More

How to Succeed in Business Without Compromising Your Integrity

I spent some twenty years in the corporate world, for much of it I was not particularly interested in spirituality. It was a world where profits reigned supreme, often with little respect for the rest of society.It took a while for change to happen in Australia, but led by Ralph... Read More

In The News:

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How CRM Software Works -- Creating Customer Satisfaction with a Click

When people ask, "What is CRM?" the literal answer is,... Read More

Absence Makes the Heart Grow Fonder

However, in the world of business, this clich? may not... Read More

Client Appreciation - It Means Everything!

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

Customer Feedback: Everyone has an Opinion - USE IT!

Have you ever been in a department store and known... Read More

Dealing with People - Words to Avoid

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

RETAIL GREETERS: Sales Builders or Customer Turnoff?

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

Write a Business Thank-You Note

Have you seen that thing on TV where the gal... Read More

Making The Most Of Newsletters

Newsletters can be wonderful tools for communicating with your customers... Read More

Be the Customer: See Yourself as Your Customers Do

What do your customers experience when they interact with your... Read More

Customer Service, Italian Style

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

If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor!

First of all let's look at what customer service is... Read More

What You Need to Know About CRM

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

Create Win-Win Deals With Your Competitors

In the competitive world of the 20th century, we generally... Read More

Customer Service - How Good Are YOU?

At 8.30 am a wealthy client (on his way to... Read More

Customer Service Is More Than Just Being Nice To People

Many organizations tackle to the issue of customer service by... Read More

Who Says the Customer is Always Right?

We all know the old adage, "The Customer is Always... Read More

Customer Loyalty

Loyal customers are the foundation of almost every business. Going... Read More

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

Why do some businesses offer points, stamps or every tenth... Read More

Losing Angry Customers

This article offers five ways to help you deal with... Read More

How Not to Get Stiffed, Improving Your Collection Procedures

Some businesses have slow paying customers or past due balances... Read More

Call Center Software - Your Tool of Choice in Customer Relations

The call center represents your first line of communication with... Read More

What Every Manager Should Know About How to Learn from the Complaints of Customers and Employees

Listening to complaints, whether they're reasonable or not, is a... Read More

DONT Give Your Customers What They Want!

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

CRM = Customers (dont) Really Matter

CRM was supposed to bring companies closer to their clients.... Read More

Add Value - And Kill Mediocrity in Customer Service

There are two kinds of customer service we all experience... Read More