Customer Service
Turning Support into a Strategic Resource for Your Business
In traditional business, customer support teams focus solely on satisfying the customer. They enable a pain-free, enjoyable customer experience while sales and marketing teams drive home revenue and create new customers. Right? Not so fast….
Your Customer’s Point of View: Walk a Mile in Their Shoes
Sometimes, I think the best marketing advice I can give someone is before you say it, do it, print it, record it or announce it, find a way to see it from your customer’s point…
How to Deliver Excellence: It Isn’t an Accident
I’ve never met a business owner or leader who didn’t want the employees of their organization to deliver excellence. And the truth is most employees want that too. They want to work for an organization…
Why Bother to Sit In with Customer Service?
Over fifty years ago, I was CEO of a record manufacturing company in Hollywood. We were the only such facility on the West coast to provide and control the entire process from studio, through finished…
Customers Are Not Always Right
Your most unhappy customers are your greatest source of learning. ~ Bill Gates I am not sure who was the first to say, “The customer is always right,” but I think they were flat wrong….
How B2B and B2C Customer Support Differs
All customers are not the same. There’s a stark contrast between B2B (business to business) and B2C (business to consumer). Businesses have different goals and needs than the typical individual consumer, and so they must…
Leadership Skills: 4 Ways to Achieve the Ultimate Customer-Focused Company
In May 2007, Ranjay Gulati (Michael Ludwig Nemmers Distinguished Professor of Strategy and Organizations at Northwestern University’s Kellogg School of Management), wrote an article for the Harvard Business Review entitled “Silo Busting: How to Execute…
What Makes an Ideal Customer?
Brian Woolf has authored two books on best customer marketing. He is often referred to as the “Godfather of best customer marketing.” He says that as a general rule best customers: Spend the most each year…
7 Ways to Keep Your Customers Begging for More
For too many small businesses, customer service is still seen as a “burden.” Entrepreneurs don’t realize that this burden is actually costing them over $200 billion in repeat sales, according to a recent study by the W….
Why Customer Feedback is Crucial to Running a Successful Business
Criticism about your company is hard to take, especially if it comes as a big surprise, but at least you learn something and can change accordingly. Customer feedback—good and bad—is absolutely critical to all successful…
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