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Take Care of Yourself Before You Take Care of Your Customer

One of the most important questions people ask when they are focused on improving their quantity and quality of business is: "What is my competitive advantage? What makes me unique, memorable, special? what truly sets me apart from the rest?" While there are no definitively right answers to that question,... Read More

You Bever Know Who Youre Serving

You Never Know Who You're Serving when customers turn irate.I think of myself as a reasonable person. It takes a lot to upset me, but upset I am.A number of years ago, I bought a new television set. I had seen a flyer from Lechmere's that had TV's on sale.... Read More

Clients... and 38 ways to communicate with them

As Alan Weiss (guru to the savvy consultant) says: "It is actually difficult to contact clients too much. It is easy to fail to contact them frequently enough. If there is anyone anywhere who has ever sent you a check for your services and with whom you haven't communicated in... Read More

Customer Service - A Lost Art?

Is customer service a lost art? Before you answer that question, take a moment and think about the last few times you have gone shopping or out to dinner. Okay, now that you have really thought about it, is your answer any different? Why is it that when we actually... Read More

Is your Online Business Customer-Friendly?

Customer service is increasingly seen as one of the most valuable uses for a commercial World Wide Web site. Your Web site is available on a 24 hour, seven days a week basis. So it is well worth exploring ways in which your customers can virtually "serve themselves," without the... Read More

Customer Service A Chickens Way

Anyone who knows me knows my favorite fast food restaurant is Chick-fil-A. Aside from the fact their chicken is especially good and I can always get sweet tea, I have a valuable business reason for eating there ? they serve up amazing customer service. And these lessons aren't just served... Read More

Make An Action Plan To Improve Customer Service

Customer Service is a critical factor for keeping your clients coming back and ensuring they'll refer you to others. Growing your business will be a difficult task at best if you don't perform, meet and exceed your client's expectations, and provide service that creates customers for life.Customer service is all... Read More

Losing Angry Customers

This article offers five ways to help you deal with angry customers. While the goal of all businesses is to have only happy customers, we also have to be realistic and realize sometimes we are going to anger a customer. Isn't it best to know in advance how to deal... Read More

Create Win-Win Deals With Your Competitors

In the competitive world of the 20th century, we generally viewed competitors as the enemy. And a competitor was anyone who sold to the same target audience as us - even if they sold a different item. After all, since there was a finite group of customers and a limited... Read More

Making The Most Of Newsletters

Newsletters can be wonderful tools for communicating with your customers or prospects. Because of their format, they're often infused with more credibility than traditional brochures. If your newsletter is little more than blatant self-promotion, however, it's likely to hit the wastebasket before it hits your target's desk. By following a... Read More



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In The News:


US Communications Providers Improve Slightly in Subscriber Service Overall ...
CNNMoney.com (press release)
eGain Communications Corporation (OTCBB: EGAN), the leading provider of multichannel customer service and knowledge management software for on-site and ...

and more »

FinServ, CSP Single-Channel Service Up, Cross-Channel Down, Retail Superior ...
TMCnet
A new study by eGain showed that the North American financial services sector showed improvement in many customer service channels but declined in ...

and more »

Miami Daily Business Review

Visa (NYSE: V) To Hire 350 Workers In Miami Area
American Banking News
Visa Inc. (NYSE: V) announced they will hire 350 workers to staff a new customer service center opening in the Miami-Dade county of Florida. ...
Visa opening Miami center, bringing 350 jobsMiamiHerald.com
Credit IndustryMiami Daily Business Review
Visa to expand Miami operations, add 350South Florida Business Journal
CBS 4 -Area Development Online -Trading Markets (press release)
all 14 news articles »

Hitachi Data Systems Helps Customers Address Most Critical Storage Management ...
MarketWatch (press release)
Adherence to service levels: Support to meet customer service level agreements and objectives. -- IDC: "Customers are increasingly looking for innovative ...

and more »

priceline.com CIO Ron Rose to Speak at the KANA Customer Summit
MarketWatch (press release)
Rose will also discuss how KANA 10, the industry's first Service Experience Management (SEM) platform for managing the entire customer service experience, ...

and more »

Elephant Talk Announces MVNO Contract With United Telecommunication Services
CNNMoney.com (press release)
... delivery platforms, support services, superior industry expertise and high quality customer service without substantial upfront investments from clients ...

and more »

DiscountMugs.com Customer Service Receives BBB Recognition
The Open Press (press release)
The BBB awarded DiscountMugs.com with its highest rating of an “A” based on years of existence, consumer reviews and customer service. ...

and more »

The Business Insider

Get Satisfaction Turns Facebook Fan Pages into Customer Support Hubs
ReadWriteWeb (blog)
Get Satisfaction, the popular online customer service company, just announced that it is bringing its service to Facebook fan pages. ...
Get Satisfaction brings more satisfaction to Facebook Fan PagesVentureBeat

all 17 news articles »

Long Island Press

The Conversation: Cablevision and ABC
Long Island Press
But that e-mail really wasn't about customer service: The timing sent a clear message to ABC that Cablevision didn't care if Channel 7 was back on in time ...

and more »

Call Centre Helper

Less than a fifth of companies have embraced Twitter for customer service
Call Centre Helper
Phil Stewart, director of customer service, Virgin Media Business, said “We have seen Twitter usage skyrocket recently. Some 5 billion tweets have been ...

and more »
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Five Ways To Wow Your Client

Running a business is about providing goods and services to... Read More

CRM = Customers (dont) Really Matter

CRM was supposed to bring companies closer to their clients.... Read More

Write a Business Thank-You Note

Have you seen that thing on TV where the gal... Read More

Increase Sum in Your Check Account with Follow-Ups

We'll be examining what makes follow up to prospects/customers so... Read More

Become a Customer Enthusiasm-Guru!

One thing all successful small business owners have in common... Read More

Oil Change Customer from Hell or Hoax; You Decide

Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile... Read More

4 Customer Service Mistakes Companies Should Avoid Making

1) Being placed on hold endlessly. Don't you just love... Read More

Under Promise & Over Perform: The Art of Managing Customer Expectations

I'll always feel warmly about Conrad's restaurant, in Glendale, California.On... Read More

It Is All About Customer Service!

In this day of terrible customer service, it should come... Read More

Customer Service - How Good Are YOU?

At 8.30 am a wealthy client (on his way to... Read More

Why Passenger Surveys are a Transport Operators Best Friend

Public transport operators who already use passenger surveys may not... Read More

Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls

It should be a straightforward business scenario: making sure that... Read More

Dont Be Afraid To Give Problem Customers The Boot

Q: In a recent column you made the point that... Read More

The Death of the Loyal Customer

One of my classes in management focused on the repeat... Read More

Is Your CRM (Customer Relationship Management) System Doomed To Fail?

"Right, People. Let's blast out that mail campaign we've been... Read More

What Every Employee Should Know About How to Win the Loyalty of Customers

Dr. Michael LeBoeuf, in his cassette album entitled, Win... Read More

Adjustment DENIED

It's just a simple thing ? I bought a new... Read More

Restaurant Owners ? How Important are People Skills?

You are serving great food. Your establishment is new, spotless... Read More

Service Equals Performance Equals Service

Service can be described as a "performance" of some kind... Read More

Sending Mixed Signals Can Send Your Clients Away

I call it the "wave and roll."You walk up to... Read More

Transforming Disgruntled Customers into Your Biggest Advocates

"I am writing to complain about the widget I bought... Read More

3 Special Benefits Every Customer Wants

Every customer looks for 3 special benefits when they do... Read More

Whatever Happened To Customer Service?

Do you remember the last time you went into a... Read More

When the Customer Demands: Give a Discount or Lose the Order

Periodically every sales person encounters the customer who refuses to... Read More

Poor Customer Service - Are Your Customers Driving Away Other Customers

Every customer you have is a word-of-mouth advertiser for you.... Read More