Are wholesale buyers and retail customers really different? Frankly, there are two answers to this question: yes and no. Yes, because they are different from the buyers and those selling to buyers' point of view and no, because the principles that apply are the same for both types of buying.There... Read More
Note to Kmart: It wasn't about the weatherIn the 1970s Kmart was the retailer to beat. No matter what happened, they seemed to turn profit. Customers were loyal and prices were hard to beat. The chain was opening more store each year than some of their competitors had in their... Read More
Customer service is the pits, you say. You are not alone. One of the biggest gripes from consumers today is the poor service they receive at the hand of service providers. You need not be victimized by lousy service nor do you have to move heaven and earth to get... Read More
Bad customer service is everywhere these days - unmanned front desks, surly servers, clueless staff, employees talking on the phone, and managers who refuse to acknowledge a customer. It's no longer an exception ... poor service has become the norm.In an all-too-typical scene, a customer walks into a retail store... Read More
If you're a regular reader of my column you know that my number one pet peeve is bad customer service. Nothing chaps my backside more than paying hard-earned money for a product or service only to have the provider of said product or service become apathetic, obnoxious or just downright... Read More
Q: One of the big chain bookstores recently opened up near my small book store. Already I can see my business starting to decline. Is there anything I can do to compete with the bigger store or should I just accept the inevitable? -- Peter Q.A: A wise man once... Read More
The world of customer service is rapidly changing. Thirty years ago, telephones and mail services were the norm for most companies. Now, faxes, email and web sites offer more options to customers than they've ever had before. It takes a dedicated team to keep loyal customers coming back and new... Read More
When people ask, "What is CRM?" the literal answer is, "Customer Relationship Management," but that doesn't really convey much in terms of what all CRM does for a business. This CRM definition is too narrow to really explain everything the system does if it is working to its fullest potential... Read More
Winning Customer ExperiencesMuch research has been done on what the makes a winning customer experience. What is it that makes customers come back to your business instead of going to someone else's? If your repeat business is low, what is it that you are doing to drive your customers away?... Read More
1. Stay in contact with customers on a regular basis. Justas it is bad news to send out too many emails to customers,it is just as bad to not stay in contact with them.Customers don't want to feel abandoned. So don't. Here are three things to help you stay in... Read More
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Abstract: People buy for their reasons, not yours. This article... Read More
Customer Service is a critical factor for keeping your clients... Read More
Q: In a recent column you made the point that... Read More
A growing number of individuals are finding themselves called to... Read More
Background The company was experiencing an increase in the number... Read More
Newsletters can be wonderful tools for communicating with your customers... Read More
Have you ever wondered why you often find a coupon... Read More
The salesman's job is to be well informed; extremely well... Read More
"Hi this is Randy. Leave me a message after the... Read More
Traditional marketing strategies encourage business owners to continually grow their... Read More
This morning I was having breakfast with my good friend... Read More
A client recently said to me: "Most days things seem... Read More
Customer Service is a blessing and a curse; a blessing... Read More
Anyone who knows me knows my favorite fast food restaurant... Read More
On a recent airline flight I was an upset... Read More
It's bound to happen sooner or later ? yes, even... Read More
Are you concerned about customer loyalty? Are your customers so... Read More
1. Stay in contact with customers on a regular basis.... Read More
If you're a pet owner, you know the stress of... Read More
We all know the old adage, "The Customer is Always... Read More
You probably think I am going to say something like,... Read More
It might sound quick and simple, to say how well... Read More
1. It's all about the customer. Some companies focus too... Read More
If you want to last a long time in business... Read More
These moments come when a customer or client?1. Hears someone... Read More
Whether in a restaurant, a retail establishment, or the local... Read More
In any business our customers are one of our most... Read More
Some time ago a major UK food retailer decided to... Read More
Can we be too good to our customers?... Read More
My regular readers will know that one of the things... Read More
When conducting a training session about customer service, I always... Read More
In order to maintain a successful business, the business must... Read More
You have no doubt heard the saying that the customer... Read More
It's a salesperson's worst nightmare- the phone call that comes... Read More
Running a business is about providing goods and services to... Read More
Do many of us realize that we are working an... Read More
Customer support is very important when you're running a business,... Read More
In my day to day practice in strategic human resource... Read More
Customer service today is getting worse. Win customers over and... Read More
Every time my firm conducts communication skills training, we know... Read More
Periodically every sales person encounters the customer who refuses to... Read More
The latest report from the American Customer Satisfaction Index (Michigan... Read More
The relationship between customer satisfaction and success of a service... Read More
Ever notice how customer service varies from store to store?... Read More
Note to Kmart: It wasn't about the weatherIn the 1970s... Read More
It's possible that in the course of your business dealings,... Read More
Is customer service a lost art? Before you answer that... Read More
If you want to last a long time in business... Read More
Reality is not always pretty. But here is a tad... Read More
Winning Customer ExperiencesMuch research has been done on what the... Read More
Sales is tough to get right, and depends on retaining... Read More
Some businesses have slow paying customers or past due balances... Read More
In today's competitive world of retail, many stores are implementing... Read More
In the competitive world of the 20th century, we generally... Read More
I wish I had a nickel for every time someone... Read More
Like any business, carpet and upholstery cleaning requires excellent customer... Read More
Client satisfaction starts with meeting or beating the contractual obligations... Read More
Customer service is an essential component of any business. Clearly,... Read More
With Some Tips on How to RespondTt has probably happened... Read More
It's just a simple thing ? I bought a new... Read More
Go into many businesses today and try and get service,... Read More
Our most powerful instinct is to avoid customer complaints, but... Read More
Jay instructed a customer of his to offer a rare... Read More
I hate to sound like one of those cheesy get-rich-quick... Read More
The salesman's job is to be well informed; extremely well... Read More
Two situations, two perfectly acceptable experiences, but in one case,... Read More
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