Nov 18
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Despite all the rumbling and grumbling about poor customer service, there are always a handful of renegade businesses that somehow find ways to keep their workers fired up and their customers delighted and coming back for more. In these rarified places, highly motivated employees pursue customer delight with a passion; they ignite a flashpoint of contagious enthusiasm that spreads throughout the organization like wildfire. Read the rest of this entry »
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Nov 13
At first glance, big picture thinking and customer focus would seem to be mutually exclusive terms. After all, the first phrase connotes a farsighted, panoramic view of business, while the second implies an intense, laser-beam-like concentration on the customer. Yet as revealed in Magnifying Customer Focus: A Study of Current Trends and Future Possibilities 2006-2016, a global study commissioned by American Management Association and conducted by The Human Resource Institute, the terms are not only compatible, they are inseparable. Read the rest of this entry »
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Nov 05
Dealing with customer concerns, problems and issues is a fact of life when you sell a product or service. And every person in sales has to certain customers who are more challenging to deal with. Some situations start as minor difficulties but quickly escalate into huge drawn-out battles. Unfortunately, many sales people unknowingly cause situations to escalate. Here is what I mean. Read the rest of this entry »
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Nov 03
You can learn many things you didn’t know about your business by getting valuable feedback from your customers. Your customers may buy your main product just to get the free gifts. Your visitors may think it’s to hard to navigate through your web site.
By knowing this type of important information you can improve your web site, products/services, advertising, and marketing. Below are nine techniques you can use to get valuable feedback from your customers. Read the rest of this entry »
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Nov 03
As the business owner, it is your responsibility to meet the customer’s expectations and provide good customer service. Even if your business does not involve a formal contract that spells out to the letter what should be expected, there is generally a clear understanding of what the customer expects and what you are willing to deliver.
If you back peddle on your end of the bargain, let’s say by serving a bad meal or losing a customer’s laundry and refusing to make things right, then you are guilty of not meeting the expectations of your customer and thereby are guilty of providing bad customer service. Read the rest of this entry »
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Nov 02
Improving customer retention is a goal of many business owners. They strive to keep the customers they have in addition to adding to their client base. Some business owners know exactly how to improve this type of retention whereas others are a bit unsure in this area. The following will provide some easy steps to follow in order to improve the retention of customers in your business. Read the rest of this entry »
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Oct 12
By Drew Stevens
Peter Drucker once stated that the purpose of every American business is one thing - creating customers. Research by the American Management Association show that your average HAPPY customer will tell 3 people about her experience with you.
Research shows that, out of 25 dissatisfied customers, one customer complain, 24 are dissatisfied but do not complain, and 6 of 24 non complainers have serious issues with the organization. More importantly for selling professionals, customer service is included in 40 percent of every client interaction. Read the rest of this entry »
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Oct 09
Generally, when a company is trying to generate sales leads, using only one tactic is not going to work. You need to mix it up - use traditional techniques like direct mailers along with electronic tactics like sending out e-newsletters.
Here are a few tips to get those sales leads you need: Read the rest of this entry »
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Oct 09
When you own a small business, you need every advantage you can get. You are constantly competing with the “big boys”, the monster corporations that can bury you in piles of cash if they want.
One of the only advantages that you have over those big boys is your ability to interact with your customers on a more personal level. Here are some tips for taking advantage of that advantage: Read the rest of this entry »
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Oct 09
By Colin R Shaw
One of our clients, a utility, had spent millions of dollars on implementing a new bill payment system over the web, as traditional customer satisfaction surveys had shown that customers said an online bill-payment system was important to them.
But when we delved further, we discovered that, even though customers said they wanted such a system in the survey, it was really at the bottom of a list of 35 things customers wanted. Read the rest of this entry »
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