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For most companies, branding is about positioning, advertising, packaging, and catchy logos and slogans. That is not enough. Branding in today's marketplace is about the total experience a customer has with your products or services. It is about enticing customers, gaining their trust, and making the experience so pleasant that they are proud of their choice and will tell others about it. |
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Tuesday, 12 February 2008 |
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The first thing that most people think of when they hear a customer complaint, is that it is bad for business, and future sales can be lost. While this can be true, it is also possible to turn customer complaints into a profitable situation, with great possibilities for the future. |
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Tuesday, 12 February 2008 |
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Ask bosses what makes employees happy at work, and many are likely to think in terms of tangible rewards: a good salary, a pleasant office, generous benefits. |
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Tuesday, 12 February 2008 |
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Getting people in your door is not the most difficult part of running your business, it's getting them to come back and, better yet, getting them to recommend your business to other people they know. |
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Monday, 11 February 2008 |
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It's time to review the past year and think about how to improve ourselves and our workplace for the coming year. Some of us go on a corporate diet and plan to pare down expenses. Some of us vow to work harder and use our time more wisely. Still others plan to get along better with direct reports. |
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Monday, 11 February 2008 |
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There’s nothing worse for business than an angry customer—and nothing more important than rebuilding the trust they’ve lost in you as a business owner. An angry customer doesn’t have to be a lost one: you can rebuild their trust in your business and ensure they return by implementing easy changes and taking pains to correct what went wrong in the first place |
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Friday, 08 February 2008 |
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Have you noticed that the "Employee of the Month" parking places at many department stores are remaining empty? I can only assume that this particular reward program has been disbanded, but no one thought to remove the sign. |
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Friday, 08 February 2008 |
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Poor customer service from airlines is legendary. It's cliche. It's so common that when we do get great service we feel like we've won the lottery, if only for a moment. But it doesn't have to be that way. Sure, airlines have big challenges that can be obstacles to providing great customer service. So do many other companies that find ways to provide remarkable service to their customers. They choose to overcome their challenges and they take care of their customers very well. And they do it consistently. |
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Friday, 08 February 2008 |
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High-tech purchases and gifts too often come with a downside: the need to contact customer service or technical support. For instance, a radio-controlled airplane I got as a gift had instructions that were both useless and amusing. The person who translated the instructions from Chinese knew about as much English as I know Chinese |
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Thursday, 07 February 2008 |
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Without metrics to track performance, marketing and business plans are ineffective - Businesses need to know which success factors require measuring and understand the difference between measurements - the raw outcomes of quantifying; metrics - ideal standards for measurement; and benchmarks - the standards by which all others are measured. |
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Wednesday, 06 February 2008 |
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