Credibility Comes from the Customer

Industry partners should cooperate to build a better future. But remember, the greatest partner for your prosperity, progress and promotion is a truly delighted customer...

Customer Discrimination - We Do It All the Time

A Financial Times editor in London asked my opinion about systems that automatically route customers to higher or lower levels of service based on the loyalty and profitability of the customer.

Don't Fire Your Customers - Try Upgrading Them First

All over the world I teach people how to serve, surprise and delight their customers – how to keep them coming back for more.

Unsuccessful Applicants Deserve Good Service Too

When you hire new staff, or put projects out to bid, do your advertisements state: 'We regret only selected applicants will be informed?'

Partnership Power: A Smart New Way to Improve Your Business and Your Life

In the beginning, great products were enough to guarantee your business success. With product sophistication, 'six sigma' manufacturing and zero defects you could consistently beat the competition.

Give Yourself a Vigorous Visual Audit

This Ivy League institution is a powerhouse of education and research. But you wouldn’t know it from the huge cracks and peeling paint on the walls of the Student Union.

Customers - NO

We were visiting in Gisborne, an attractive small town near Melbourne, Australia

If Not This Time - Perhaps Later

Ever worked hard on a proposal and not been awarded the contract? When it happens to me, I say 'Thank you.' My follow-up notes read like this:

Feedback is the Breakfast of Champions

Do you encourage customer feedback with hotlines, focus groups and in-depth customer surveys?

How to Deal With a Customer Complaint

I got a customer with a complaint screaming down the phone at me, what do I do? Do not go on the offensive but listen to their problem then repeat it back so they know you fully have grasped the problem from their angle on the matter. Thank them for bringing the situation to your attention. You cannot fix what ...

Customer Service – The #1 Secret Weapon of A Successful Small Business!

Do you spend enough time thinking about how you can improve the level of customer service your business is providing? Read this article and then answer this question again.

Is Customer Relationship Management Right for your Small to Mid-sized Business

Customer Relationship Management (CRM) has been a holy grail for Big Business for the past ten years. So what about Small to Mid-sized Business (SMB) applications? If you talk to CRM software vendors they will claim that CRM systems help SMBs become more efficient, drive more sales (your ROI) and increase the accuracy of your forecast. A few consultants have an alternative view: they see CRM as-

Loyal Customers Will Persevere

Businesses need to embrace change as a way of life. Customers may resist the change, but your loyal customers will understand the negative impact associated with not changing.