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Articles in Management

Customer Feedback Follow-up Builds Customer Loyalty

Customer Feedback Follow-up Builds Customer Loyalty

Customers are typically motivated to give companies feedback by hopes that their opinions will be valued, make a difference in their near-future experiences, or spare others any grief they’ve endured.

Anytime customers share feedback — whether …

For Customer Experience, Actions Speak Louder Than Words

For Customer Experience, Actions Speak Louder Than Words

Actions speak louder than words when it comes to most things in life. Michael Phelps, Britney Spears, Barry Bonds, Martha Stewart and plenty of others learned that the hard way. Customers feel the same. 
They hear …

Customer Service – Wow Versus Ow

Customer Service – Wow Versus Ow

What’s the difference between ‘wow’ and ‘ow’ (as in ‘ouch’) service? Willingness to check for understanding. It’s doing the whole job, with the customer sensing your overriding wish for his or her well-being. 
When you check …

Customer Complaints – Love Those Lemons To Improve Customer Experience

Customer Complaints – Love Those Lemons To Improve Customer Experience

Negative customer feedback is a lot like biting into a lemon — the bitterness is hard to love — unless you give the lemon a good squeeze and some sugar, and transform it into refreshing and healthy …

Do The Whole Job For Customer Experience Success

Do The Whole Job For Customer Experience Success

Whether you’ve got external or internal customers, they expect you to ‘do the whole job’! Show that you care about your customer … after all, if your customer decides he or she no longer needs …

Measure Customer Value The Customers Way

Measure Customer Value The Customers Way

Customers automatically use 50 or more metrics for any customer experience, according to author Anthony Ulwick, in his book “What Customers Want”. We may be re-inventing the wheel as we strive to come up with …

Customer Experience Management Requires Internal Branding

Customer Experience Management Requires Internal Branding

Why is it that only 12% of customers judge specific leading suppliers as extremely customer-centric, while 56% of those same suppliers define themselves as such?
Possibly because of the way we tend to narrowly define customer …

Everybody Has A Customer

Everybody Has A Customer

Is there any job that doesn’t have a customer?
If you work directly with paying customers, you obviously impact customer experience.
If you don’t:
1. Eventually, the job you do ripples to those employees who do work directly …

Do Not Be Afraid To Drop A Bad Customer

Do Not Be Afraid To Drop A Bad Customer

We all know there is no such thing as a perfect customer. But sometimes your customer can become downright impossible to deal with. It is when you get these types of customers that you must …