RETAIL GREETERS: Sales Builders or Customer Turnoff?
Do you need greeters or should you avoid them? That is the perplexing question many retail organizations are struggling with today. Often touted in the press as... Read More
Do You Want More Profits? - Follow The Golden Rules Of Providing Good Customer Service
Last night I was at my computer and a Skype chat window opened up with a link in it from a stranger. I clicked the link and... Read More
Customer Service - How Good Are YOU?
At 8.30 am a wealthy client (on his way to make a presentation to the local council at 9 am) walked into a store that sells photocopiers.... Read More
Customers - What They Really Want - 6 Secrets of Customer Service
What customers really want can be divided into two areas.Firstly - they want the core service of your business to meet their needs. They expect your product... Read More
Customer Satisfaction Is Your Business
Regardless of what business you are in - you are really in the business of satisfying customers. The degree of customer satisfaction you deliver determines the level... Read More
How to Walk the Floor and Talk to Customers
This may seem a strange topic to introduce. Yet, it is the most under-used skill by many retail managers, but one of the most important roles in... Read More
Cheap To Keep
You've heard it all before when it comes to stats about customer retention. Acquiring a customer costs five to 10 times more than retaining one. Repeat customers... Read More
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Whats Love Got To Do With It?
Customer Loyalty, we all want it. Don't we?Some people say it's dead - they say that customers are fickle, that they don't want loyalty, that they just... Read More
Are You A Coward? I Was
Over the last month, I have come to hate emails and answerphones; not because I get 100 emails every day but because emails and answerphones are fast... Read More
The Consumer Power
While most companies talk about consumer friendliness, customer centricity, customer relationship etc. more often than not they are mere lip service or jargons with little sincerity behind... Read More
Customer Feedback: Everyone has an Opinion - USE IT!
Have you ever been in a department store and known exactly what you were looking for but couldn't locate any staff to help you find it? Think... Read More
The Great American Customer Service Unawareness Campaign
Q: I'm so sick of you so-called business experts always saying the customer is always right. This is my business, not the customer's, so I'm the one... Read More
The Number 1 Rule for Businesses - Be Professional
Have you ever walked into a store and things looked sloppy? Stores should have nice neat displays, right? Normally, yes, but sometimes they get a bit messy... Read More
What Every Manager Should Know About Seeing the World from Where the Customer Is Standing
It is important to remember that the customer doesn't necessarily see things in the same way we do. This point was brought home to me one day... Read More
Customers - What They Really Want - 6 Secrets of Customer Service
What customers really want can be divided into two areas.Firstly - they want the core service of your business to meet their needs. They expect your product... Read More
From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service
Whether in a restaurant, a retail establishment, or the local post office, we have all experienced a decline in customer service. Rarely do smiling, happy employees interact... Read More
Turning Customer Mistakes Into Raving Fans
When you make a mistake with a customer, should you write them off as lost -- never to return again?Nope. There have been numerous studies which show... Read More
CRM For Beginners ? Customer Relationship Management Basics
In order to maintain a successful business, the business must understand and maintain a positive relationship with its customers. Customer Relationship Management (CRM) is the process of... Read More
Profit from a Customer Service Recovery Program
A client recently said to me: "Most days things seem to run smoothly; but whenever we have a customer complaint, we seem to collapse. Where are we... Read More
How To Boost Your Bottom Line With Two Little Words
I hate to sound like one of those cheesy get-rich-quick commercials, but this week I am going to let you in on a little secret that is... Read More
Provide Exceptional Value - Grow Your Business
The primary objective of a business is to get and keep customers. Growing a profitable business requires providing exemplary customer service and products or services of exceptional... Read More