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Here is the problem. It’s execution. The intentions are there, but the ability to deliver falls short. It takes getting the right people with the right mindset to deliver what is not only promised, but what the customer expects. |
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Thursday, 29 December 2011 |
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Look no further for simple steps to dramatically improve your customer service. I’m so confident these techniques will work for you, I’m going to begin with the conclusion. As soon as you finish this article, shut down your business for an hour (or schedule a special session before-hours) and coach your entire staff to follow these five steps. |
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Thursday, 29 December 2011 |
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Sometimes no one can solve a problem to the customer’s satisfaction, but employees who care will work toward service recovery in some way that makes sense for both the organization and the customer. All companies and their employees should understand four principles of caring: |
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Thursday, 29 December 2011 |
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Knowing where your customers need help gives you the power to create useful content for them. Here are my top ten tips for keeping your customers satisfied, engaged and returning to do business with you again and again: |
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Thursday, 29 December 2011 |
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The heart of the word customer is “custom.” Great companies understand this. They know building a value proposition around what customers really want – and will want in the future – is the foundation for a leading business. |
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Thursday, 29 December 2011 |
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For a second year, Consumer Reports has compiled a holiday report card of customer service policies that it deems either “naughty” or “nice.” |
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Tuesday, 06 December 2011 |
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Whether it is retailing or running a hotel, we all know that the secret weapon to growing sales is our Delight strategy. Delighted customers are our advocates, and they are the best ambassadors for growing all the business we can get. |
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Tuesday, 06 December 2011 |
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Be thankful for customers who complain because a complaining customer provides an opportunity to serve. Personally and professionally provide solutions to complaints - it's worth the investment. |
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Tuesday, 06 December 2011 |
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Your customers that is. If you're spending tons of money on attracting new customers, you're making a mistake. |
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Tuesday, 06 December 2011 |
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Everyone in your business should be aware of both the cost of acquiring and the value of retaining a customer. The customer is not always right, but the customer ultimately pays the bills and should be treated with dignity and respect. |
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Wednesday, 16 November 2011 |
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