Putting The Service Back In Customer Service

The future of customer service is here. Technology has made seeking out support faster and easier than ever. But, has your digital age company sacrificed true service in the name of automation?Today, finding customer support is as simple as writing an e-mail or picking up the phone. But, even though... Read More

Loyal Customers Take Commitment

In today's competitive world of retail, many stores are implementing external marketing programs designed to attract new business.Unfortunately, the cost can be very high with little return on investment. What is often lost in the mix is the fact that it can be much more cost effective to have a... Read More

Make Sure You Get The Customer Perspective

Businesses that fail, often forget to seek out the customer perspective. I have talked to some folks at businesses that were less than succesful, and when asked if they actively seek out customer comments, the answer invariably is no. Why don't they do that? Why not get the customer perspective?Oftentimes,... Read More

11 Moments of Truth

These moments come when a customer or client?1. Hears someone else praise you or your work.2. Likes your physical presentation (appearance, voice, and smile).3. Is touched intellectually and emotionally by what you say.4. Recognizes you as a model of who or what the person would like to become.5. Hears that... Read More

Empowering Customer Service Vital

It never fails to amaze me how many companies have employees who are empowered to offer former customers wonderful incentives to lure them back, yet their customer service representatives have the ability to offer virtually nothing to convince an unhappy customer to stay.Powerless, these CSRs often actually ignore customers' requests... Read More

Be A Resource

What is one of the greatest ways to add value to your business? Nope, it's not giving away free merchandise, offering special discounts, or even creating a preferred customer club. One of the most valuable commodities that you can provide your customers is INFORMATION.WHAT'S THE PROBLEM?Think about it. In this... Read More

The Great American Customer Service Unawareness Campaign

Q: I'm so sick of you so-called business experts always saying the customer is always right. This is my business, not the customer's, so I'm the one who's always right. Sure, they can have an opinion, but in the end it's up to me to decide who's right and who's... Read More

From Disgruntled to Champion - How to Turn an Unhappy Client Into Your Best Customer

It's a salesperson's worst nightmare- the phone call that comes in from a disgruntled customer. Not only does it create extra work for you, but it cuts into your valuable selling time. But believe it or not, this is actually a tremendous sales opportunity and a chance for you to... Read More

Tips for Curing Bad Customer Service

Bad customer service is everywhere these days - unmanned front desks, surly servers, clueless staff, employees talking on the phone, and managers who refuse to acknowledge a customer. It's no longer an exception ... poor service has become the norm.In an all-too-typical scene, a customer walks into a retail store... Read More

Customers Who Rave About You and Your Service

According to customer service studies by marketing gurus of the world, here are the following qualities, which must be present in your life and your business in order to develop raving fan customers who are not just satisfied but completely loyal to you over the long haul.1. People want you... Read More

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Debt Elimination Scam

May people these days have a problem with mounting debt.... Read More

Clients - What They Want from You

A growing number of individuals are finding themselves called to... Read More

Difficult Customers - Theres No Such Thing

A couple of years ago I had a call from... 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

Quality vs. Quantity

There is a battle in Call Centers. The teams are... Read More

Saying Thank You to Your Clients

"Thanking your customers" - Why you should do it and... Read More

Marketing as a Spiritual Practice

"Marketing as a spiritual practice." It sounds contradictory ? how... Read More

Managing Your Business When One Client Takes Alot of Your Time

How often has your schedule been thrown out of whack... Read More

Turning Customer Mistakes Into Raving Fans

When you make a mistake with a customer, should you... Read More

Customer Service - Winning Customer Experiences

Winning Customer ExperiencesMuch research has been done on what the... Read More

Customer Service - A Sweet Essence

First let us specifically define customer service. It is the... Read More

Identify Your Silent Customer Service Message

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

Absence Makes the Heart Grow Fonder

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

Over Deliver - The Key to Customer Satisfaction

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

Customer First Customer Service

The world of customer service is rapidly changing. Thirty years... Read More

Have You Hugged a Customer Today?

It all started a couple of weeks ago when a... Read More

Make An Action Plan To Improve Customer Service

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

Client Appreciation - It Means Everything!

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

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

What Exactly is Customer Relationship Management?

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

What Every Employee Should Know About How to See Customers Problems from Their Creative Side

Customer Service is a blessing and a curse; a blessing... Read More

Profit from a Customer Service Recovery Program

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

Over Delivering Provides Big Results

Over promising is a problem only when you under deliver.... Read More