How many clients do you have? How long has it been since you spoke to each of them? How many have you lost to the competition in the past year? How many calls have your clients received from your competitors this year? How many 'client emergencies' have you had in the past year?
[click to read more]
 |
How to Maximize Client Retention, Evangelism and Sales
Apr 05,2013 1 comments |
|
||
|
|
What is the Value of a Referral?
Mar 21,2013 0 comments I don’t mean how many dollars is a referral worth or how much time does it save you. What is it that makes a referral valuable? How do you know it’s valuable? What does the referrer have to do in order to make it valuable? [click to read more]
|
|
||
|
|
Is Bad Data a Hazard to Your Customer Experience?
Mar 07,2013 2 comments Customer experience relies on really knowing your customer. In this infographic we take a journey through 3 major customer touch points to demonstrate the fundamental link between good data and the ability to deliver great customer experience... [click to read more]
|
|
||
|
|
Love Those Lemons to Improve Customer Experience
Feb 21,2013 0 comments 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 lemonade. You’re only as strong as your weakest link, so those lemons, complaints and low survey ratings, are indeed essential ingredients to improving customer experiences. [click to read more]
|
|
||
|
|
Using Story to Weave Emotionally Engaging Customer Experiences
Feb 10,2013 0 comments Customer experience is the result of any direct or indirect interaction with an organization as perceived by the customer. So arguably the most important aspect of customer experience management is designing these interactions. While organizations are beginning to understand the importance of creating positive and consistent customer experiences across channels... [click to read more]
|
|
||
|
|
February 14: Customer “Show Your Love” Day
Feb 07,2013 0 comments In our personal relationships, while we love those close to us as much everyday, Valentine’s Day gives us an opportunity to express it in a special way. And if you don’t think that it’s important to proclaim “I love you” to your significant other on Valentine’s Day, just try missing one. It should be no different for your customer relationships. [click to read more]
|
|
||
|
|
How to Calculate Lifetime Value [Infographic]
Jan 25,2013 0 comments One way to analyze acquisition strategy and estimate marketing costs is to calculate the Lifetime Value (“LTV”) of a customer. Roughly defined, LTV is the projected revenue that a customer will generate during their lifetime. In this graphic we’ll briefly cover how to calculate LTV and how to use LTV to help solidify your marketing budget. [click to read more]
|
|
||
|
|
Social Media for Customer Service. Why? How?
Jan 12,2013 0 comments Companies can no longer deny it: customer service through social media is becoming a must. [click to read more]
Up until now many customers had only one way of reaching the companies whose services or products they use: the telephone. Some companies have their own callcenter, others work with external partners. |
|
||
|
|
Be Good for Your Customer
Dec 21,2012 1 comments Shep Hyken – customer service motivational speaker, author, trainer, and expert – explains the difference between being good to your customer and being good for your customer in one of his Shepard Letters, his monthly newsletter. [click to read more]
|
|
||
|
|
Improve Your Customer Service [Infographic]
Dec 07,2012 3 comments A survey by Genesys revealed that the cost of poor customer service in 16 key economies on our planet is around $338.5 Billion! [click to read more]
As a reaction to this astonishing number GetApp has prepared an infographic to educate small business owners about the dangers of poor customer service and ways to improve it. |
|
||
|
|
The Customer Service Comeback on Facebook [Infographic]
Nov 22,2012 8 comments The power of Facebook has impressed many of its users, giving them the ability to speak to family and friends and share their lives virtually together no matter the distance. It has also become a fantastic hub for businesses to express personality, share promotions and gain customer loyalty and trust. [click to read more]
|
|
||
|
|
7 Steps to Keeping Customers in a Bad Economy
Nov 09,2012 3 comments Aim to impress. Whether it’s order number one, or order number twenty-one, make sure the product or service you provide is top quality. Don’t skimp. Never take your customers for granted. Customers are free to buy from another, and believe me, there are plenty of businesses that offer the same products and services that you do, and they’re just waiting to move in on your customer. [click to read more]
|
|
||
|
|
The Ultimate Customer Experience [Infographic]
Oct 26,2012 3 comments Consumers expect highly-relevant online interactions with brands. For many businesses, the ability to deliver an optimal customer experience to their website visitors remains a challenge. Discover how to translate a great offline customer experience online in this infographic. [click to read more]
|
|
||
|
|
Ten Compelling Reasons to Deliever an Amazing Customer Service Experience
Oct 17,2012 1 comments I love lists, especially when it comes to learning. The list below was the result of a quick brainstorming session about the advantages of delivering a great customer service experience. I came up with many more, but wanted to create the “Top Ten List” for you. [click to read more]
|
|
||
|
|
Ode To Customer Service
Sep 29,2012 1 comments Remember the good old days? When a live person answered your call? Now we have to press 1 for English, press 7 for the repair department, get transferred to the installation department because they don’t handle it, get put on hold for ten minutes, and then ultimately get disconnected waiting for someone to answer the call. [click to read more]
|
|
||
|
|
How to Get Leads from Great Customer Referrals?
Sep 18,2012 2 comments Since coming to Phoenix, I am absolutely amazed how much effort is being spent on networking and getting referral partners to help companies sell. There is a total reluctance to making cold calls, and too much reliance on Social Media and internet tools to generate leads. You leave money on the table, if you do not actively ask your satisfied customers for referrals. [click to read more]
|
|
||
|
|
Are Online Reviews Killing Your Business? [Infographic]
Aug 27,2012 3 comments Did you know that 85% of consumers more likely to purchase products/services when they can find recommendations online, and 64% of consumers search for online reviews before making purchase decisions. But how do all those online reviews affect your business? [click to read more]
|
|
||
|
|
Rude, Indifferent or Exceptional?
Aug 13,2012 24 comments If I had to guess, I’d say it was indifferent. It’s not “that” bad, but it’s not “that” good either. [click to read more]
If it were my business, I wouldn’t want my customers saying that about my company, would you? If the answer is no, what are YOU doing about it? Ignoring it probably isn’t going to help the situation. |
|
||
|
|
Step One on “How to Wow”: Remove all the dissatisfiers
Jul 31,2012 6 comments The goal of any company is to attract and retain customers. In order to retain customers, you must provide service that will exceed the expectations of the customer. If you only meet the needs of the customer, there is a possibility that the customer will defect if there is a future choice of something new, different or less expensive. So how do you wow the customer? [click to read more]
|
|
||
|
|
Honor Thy Customer Before He Leaves — Not After
Jul 16,2012 1 comments In three years, I’ve never felt as loved as I do now by the cable service I just dropped, Cox Communications. Why? Because at the end of March, Verizon Fios will be the new communications provider at my home. And I feel heartsick for Cox — I’m not leaving Cox because I love Verizon more, but only because the Verizon package costs much, much less than my unbundled services. [click to read more]
|
|
||
connect with us
popular
-
The Best Salesperson Has the Highest Emotional Intelligence
May 13,2011
-
22 Effective SEO Tips to Optimize Your B2B Website
January 05,2012
-
5 Questions to Find Out if Someone Is a Good Negotiator
April 11,2013 by Jim Anderson
-
Cellular Jerks: Where Are Your Mobile Manners?
August 30,2012 by OnlineCollege
-
Is Marketing Now Sales?
July 29,2011
-
LinkedIn Outgrows Tech Giants
September 04,2012 by Statista
-
Why A Missing Person May Be A Negotiator’s Best Friend
September 03,2012 by Jim Anderson
featured experts
-
John Von Achen has become a legend when it comes to helping individuals and organizations achieve their maximum performance More »
-
David Steel For nearly two decades, marketing visionary David Steel has taught companies how to engage customers and prospects to drive sales More »
-
Dan Waldschmidt is an international business strategist, speaker, author, and extreme athlete. More »
-
Jason Forrest one of Training magazine's Top Young Trainers of 2012, Jason Forrest is an expert at creating high-performance sales cultures through complete training programs. More »
-
Lien Brusselmans Lien now is working as Marketing Manager at Engagor, an online tool for social media monitoring, analytics and engagement More »
-
Michael Goldberg has helped thousands of sales producers generate hundreds of thousands of dollars to their bottom line. More »
-
Bill Lee is author of The Hidden Wealth of Customers (Harvard Business Review Press, 2012) More »