Are Your Customers Keeping Score? You'd Better Believe It!

Everyone keeps score, including your Customers and your Regulars!

Voice Recording, Screen Capture and Big Brother

George Orwell's vision of a world where Big Brother is watching and listening to everything we do seems to becoming more and more a reality as technology enables all sorts of people and organizations to monitor the activity of others. Although this may be disturbing in some aspects, for a business trying to keep tabs on what staff are doing and how well they are doing their job, these new technologies are a godsend.

Hey Small Business Owners, How Many Customers Are You Losing in Your Bathrooms?

Losing customers happens at the customer service desk, the checkout or even a change in the layout of the store. However, have you considered how many customers you have lost from your bathrooms?

Manage Call-Center Performance With Business Metrics

Some facts about call center. It works better, if you pay more attention to coaching. It works better if you measure and control internal process performance. It MUST generate revenue.

Questions to Ask Yourself about Incentive and Rebates

To know which of incentive and rebates would work better with your customers, you need to ask yourself five key questions: Question #1 Is Majority of Your Customers Women? If so, then either's fine because women love to shop, and they love to shop more if you're offering them additional benefits to do so. You need to understand that women – most but definitely not all of them – need no reason at all to shop so they'll love you more if you're offering them a legitimate reason to shop.

10 Big Ideas on Creating Insider Buzz

As I stated in a previous article, every customer wants to be an Insider. Here are ten more tips to make that happen for your customers.

Service VS. Location - Which One Wins?

So it comes down to the location of your business, which does not look that promising. You are at the end of the mall, the wrong end. You have major competitors nearby, ones with deep pockets. Do you stay in this location, how can you compete, profitably. In 2005, we assisted a company with this problem, while increasing sales 25 percent two years in a row over each previous year. How did we do it?

Should You Give a Refund?

Sometimes businesses mess up. If or when you do, should you give a refund, or something else?

Hotel Industry - Customer Satisfaction

Traditionally, the hotel used to be a place of living for some period of time, though the time changes and modifies the usual demands to the convenience and service in particular. Reflecting the downside demands presented by another year of record benefits, the lodging industry finds itself at a five-year low for customer comfort, according to the 1998 industry data of the American Customer Satisfaction Index. The only cross-industry measure of consumers' perceptions of products and services in the USA, the Customer Index rating offers that hotels need to start concentrating their attempts on forming a loyal, satisfied client base.

If You are the CEO, What Do You Do?

It's difficult to change a perception. If you gotta start changing, it should start at the top.

Courteous Customer Service

Customer service and courtesy always go hand in hand. Customer service is not customer service if it is not courteous. Courtesy is usually defined as politeness originating from kindness and exercised habitually.

Some Advantages Of Sending Out Cards For Your Business

Keeping in touch with your customers can have some very beneficial effects on your ROI. Sending greeting cards and postcards is an extremely effective way to make some points.

Dialing For Dollars Making The Most Of Your Call Center

Predictive dialing is perhaps the most advanced telephony function in modern day call centers. By dialing numerous phone lines for each agent and screening out busy signals, no answers, disconnects, and answering machines, Predictive dialing will increase the productivity up to 300%.

Communicate With Customers - Their way

Knowing how your customers and prospective customers want to hear from you can go a long way toward getting and keeping customers. Picking up the phone has advantages over e-mail.

From Call Center Blues To Call Center Green

Like many old school call centers, TeleWorkers are required to sit in brick and mortar facilities, in cubicles, in neon lighting and for perhaps a dozen hours at a time. The Wall Street Journal reported a few months ago, the average call center employee duration is 90 days. It is reportedly one of the most dissatisfying jobs, with a supervisor leaning over your shoulder and taking note of your bathroom breaks, with performance pressure and so much of the same.