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Articles in Customer Service

Empowered Customers Rule!

Empowered Customers Rule!

There is a compelling case for Customerizing your organization in current market and economic conditions. Making a right-angled turn from pushing products and services at people to determining what their individual desires are and creating …

Are You Making These Three Mistakes That Drive Your Customers Away?

Are You Making These Three Mistakes That Drive Your Customers Away?

Business owners and leaders are often puzzled when they hear disparaging remarks about their business or discover they are losing customers.
In their minds, they provide a good service or product, deliver good customer service, and …

Are You This Disconnected From Your Customers?

Are You This Disconnected From Your Customers?

There is a startling statistic that demonstrates the disconnect between businesses and their customers….
80% of businesses feel that they deliver excellent customer service. However, only 8% of their customers agree with them.

This presents a challenge …

What Is Your Customer Experience Value Quotient?

What Is Your Customer Experience Value Quotient?

If value is defined as benefits versus costs, what’s your company’s customer experience value ratio? Superior value is the objective of customers and marketers alike.
And since customers hold the purse strings, marketers are compelled to …

New Rules Of The Game For Successful Innovation

New Rules Of The Game For Successful Innovation

Successful innovation has less to do with the best investment, technology, research and designers, according to Booz Allen Hamilton: “Unless their R&D efforts are driven by a thorough understanding of what their customers want, their …

5 Simple Steps To The Best Customer Service

5 Simple Steps To The Best Customer Service

Delivering excellent customer service is the basis upon which companies should exist. They know that they must deliver good customer skills and many believe that they do.
However, 80% of companies believe that they do deliver …

Are Thank You Notes To Business Customers Silly?

Are Thank You Notes To Business Customers Silly?

Last weekend, I ran a 5K and it was very apparent that I needed new running shoes. Being that I’m not an expert runner (except in my own mind), I usually go to a department …

The Impact Of Teamwork In Customer Experience Management

The Impact Of Teamwork In Customer Experience Management

In your ideal customer centric culture, consider how are your teams and staff working together.  They hand off the task with all of the necessary information for the next link in the chain.
They cover each …

Customer Experience Management Improves Brand Equity

Customer Experience Management Improves Brand Equity

You’re only as strong as your weakest link. You may be gambling your brand equity if the weakest links leading to the end-customer’s experience aren’t managed.
Have you analyzed your business processes in terms of customer …

Customer Retention Is Boosted By Customer-Centric Culture

Customer Retention Is Boosted By Customer-Centric Culture

The absolute most important aspect of customer retention is culture. Culture is the way things are thought about, talked about, and done. If TRUST is the basis for any long-term relationship, then a culture of …

Customer Experience Insights By Stepping Into The Customer’s Shoes

Customer Experience Insights By Stepping Into The Customer’s Shoes

If we could ‘be a fly on the wall’ observing customers’ experiences what a treasure trove of wisdom we’d have! Surveys, user groups and advisory boards are common tools for understanding customers — but what …

Go The Extra Mile To Ensure Your Customers Have A Great Experience

Go The Extra Mile To Ensure Your Customers Have A Great Experience

As a customer, I just might be your worst nightmare. Don’t get me wrong, I’m not malicious and I am fairly easy to please. When I encounter poor customer service, I’m unlikely to stage a …

Designing A Process For Customer Service Escalation

Designing A Process For Customer Service Escalation

Most companies have some sort of customer service. However, the companies that are good at customer service do more than just offer it. They have a process for escalating customer issues to prevent their losing …

Ten Ways To Offer Better Customer Service

Ten Ways To Offer Better Customer Service

Today’s savvy customers not only want excellent service, they often expect it. Customer service was the main quality focus of growth and improvement for companies in the last few decades, which is why many now …

Who Do You Serve? Why Customer Service Is Important

Who Do You Serve? Why Customer Service Is Important

Disregard the title on your business card. That’s right, whatever title you currently have, disregard it. No matter what your titled position is designated as – you are in customer service.
Everyone in your organization is …

Relationship Marketing – Important In Getting Closer To Your Customers

Relationship Marketing – Important In Getting Closer To Your Customers

It’s all about the relationship. Your product and service don’t really factor into the decision making process of your potential customer.
Sure, they’ve decided that they need it, but past that point, it all comes down …