Stay - Say - Pay

Would you like to have customers that stay with you and don't buy from your competitors? Customers that say nice things about your business to other people; pay you on time and accept the fact that you might be a bit more expensive then other suppliers? Of course you do... Read More

Call Center Services - An Ever Increasing Demand

Are your company's call center services all that they could be? Even centers that were state of the art a decade or so ago might be out of date and inadequate today. As technology expands, so do clients' expectations regarding communication. Nowadays, a client will normally expect to be able... Read More

Modern Call Center Solutions - Keeping in Touch is the Key

Call center solutions solve a range of age-old problems. As far back as ancient times, the success of a business has always depended on how well that business can communicate with clients and meet their needs. It is necessary to be available, in touch, easy to reach, and pleasant to... Read More

Customer Neglect

What have you done for your existing customers lately? Probably not much, if you are like most businesses.I know that hunting new business is more of an adrenaline rush than working the business you already have, but it is not as crucial to your long-term success. The best new business... Read More

Have You Hugged a Customer Today?

It all started a couple of weeks ago when a friend asked me if I could scan and print some of her slides. No problem, I said.Boy, was I mistaken....As it turns out, I seldom use my scanner for slides. And no matter how many different 'Kathy' techniques I tried... Read More

CEM Can Improve Customer Loyalty

'A 5 percent increase in customer retention increases profits by 25 to 95 percent.''The greater the loyalty of customers, employees, suppliers, and shareholders, the greater the profits reaped .'This is the received wisdom from experts on the nature and importance of customer loyalty. Yet in a world of product and... Read More

All of the World of Business Is a Stage

One of the basics of acting taught to me in grade school was the important principle of "staying in character." Staying in character means holding the image and personality of the character you are assigned to portray without letting your own personality leak through.Applying the principle in school, I would... Read More

Why You Should Always Honour Your Guarantees - Even When The Customer Is In The Wrong

The Reason Why Direct Internet Marketers Have To Work So Hard To Earn Our TrustA bad attitude to customer service can literally destroy your business.So, I thought I'd share my response to what I read on an Internet Marketing Forum recently to illustrate my point.It started with a genuine request... Read More

Listen to Suggestions

If you are up to your ears in a stressful situation, it becomes difficult to think clearly. Sometimes, it is best to walk away from a problem, and think about it, rather than try to solve it with an instant solution.My grandfather used to say: "Even the court jester can... Read More

Committed To Your Customer? Prove It When They Complain!

Businesses like to brag in their advertising about quality of work, commitment to their customers, and excellent service. These statements are also proudly advanced in Mission, Vision, and Values Statements. They are foundational to success.But, let's face it we all occasionally make misteaks (misspelling intentional) and, even in the best... Read More

In The News:

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Astonish your Customers With These Customer Service Tips

Customer service today is getting worse. Win customers over and... Read More

Post Office, Incredible Lady Postmaster

There are two Post Offices that I routinely visit. One... Read More

Are You Putting Technology Before Your Customers?

Which is more important the technology or the customer?The one... Read More

Losing Angry Customers

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

Your Actions Tell Your Clients How You Expect To Be Treated

There is a widely accepted principle of human behavior that... Read More

4 Things Your Clients Want From Your Company

Sure, all clients are different. They have different kinds of... Read More

Profit from a Customer Service Recovery Program

A client recently said to me: "Most days things seem... Read More

The Death of the Loyal Customer

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

Ten Ways to Help You Improve Your Customer Service

1. Stay in contact with customers on a regular basis.... Read More

What Do They Want Anyway?

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

Increase in Customer Sales = Increase in Customer Service

One of the most popular questions asked in online business... Read More

Make An Action Plan To Improve Customer Service

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

Identify Your Silent Customer Service Message

With the growing number of people in every business sector,... Read More

DONT Give Your Customers What They Want!

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

One of the Secrets of a Great Customer Experience

A few weeks ago we conducted our annual "Customer Experience... Read More

Listen to Suggestions

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

Leverage Customer Capital First

If you're still dreaming about raising outside capital for your... Read More

Handling Angry Clients

What do you do when your client gets mad at... Read More

Caring for Your Customers

You probably think I am going to say something like,... Read More

Foolproof Customer Service Strategies (That Only A Fool Would Try!)

Ever notice how customer service varies from store to store?... Read More

Writing The Book On Great Customer Service

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

Responding to Complaints

It's possible that in the course of your business dealings,... Read More

Customer Service and The Human Experience

Historically, customer service was delivered over the phone or in... Read More

How To Use Your Current Customers

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

Poor Customer Service - Are Your Customers Driving Away Other Customers

Every customer you have is a word-of-mouth advertiser for you.... Read More