How Not to Treat Your Customers

How 3 different companies treated me poorly and how they will do the same to you.

The Problem With Customer Service

It's too bad that it can't be more like cold and flu season- impossible to avoid. I am constantly disappointed with the lack of care businesses take with their customers.

A Dangerous Game of Truth and Consequences

Revolving Door Staffing Keeps Employee Numbers Up, But Lowers Customer Satisfaction and Loyalty

Customer Service -- Do Warm Cookies, USA Today and Lobby Coffee Really Make a Difference

In the hospitality industry, customer service is the platform upon which everything is built. It's the mantra. It must become a core competency. So, if it's all about customer service which is designed to build relationship equity with your firm; your brand which in turn creates customer loyalty, are cookies, coffee and the USA enough? I think not.

Deploying Your Frontline For Customer Research

Your employees are full of information about your customers. Great companies take advantage of that resource to learn more about what customers want and how to deliver it. Learn how to use your greatest asset to discover more about your customer base at no cost.

Responding With Why Is A Sure Bet That You Won't Get To What, Where, When And How

Explaining Why can only lead to disappointment. It's better to respond with What you can do, When you can do it, Where it will get done and How you are going to do it.

An Old Icon is Bygone!

I can tell you exactly what happened. Poor management. Unfortunately we're experiencing this just about everywhere, whether at a local establishment or a chain. Management is just not taking the time to properly train and supervise its staff. What happened to Michelle's is a prime example of this problem.

Shop For Free And Keep The Merchandise

What could be better than shopping for free and getting to keep what you buy? If you love to shop and are willing to tell retailers what you think, mystery shopping might just be the job for you.

On The Tip Of Your Tongue: Verbal Ergonomics

Meaning and understanding are the foundation of communication. It is why newcomers to our country are helped and encouraged to learn the English language so that they can share in the comfort of understanding and meaning of the world around them. I emphasize these concepts because while our business community invests in safer office spaces, better work cell design, and color palettes to sooth, energize, and motivate workers, they often forget about verbal ergonomics - the care and development of the voice.

What Image Does A Good Brand Name Have On Customers?

This article explains the effect of branding on the image of a business in the mind of a customer.

Being Present is a Gift to All - The Real Meaning of Real Time

How present are you at any given time and place you find yourself? Many professionals appear in body but little else. Don't get marked as missing in action. Help customers feel connected!

Who Decides Good Customer Service?

Remember the movie “Miracle on 34th Street”? Sending people to Gimble’s did not hurt Macy’s in the least. In fact, it endeared customers to Macy’s for being so helpful.

Advice When Calling Customer Service

Anyone who has called tech support or customer service might agree that the experience can be very stressful. The following tips can make the experience more effective and help you get what you need.

Has Anyone Seen The Customer Lately?

Neither traditional media companies nor the new media entrants have yet figured out how to retain audiences and so the battle for loyal customers is still very much up for grabs.

How to provide Superior Customer Service

What experience are your customers receiving? Do your customers walk out of your business pleased, elated, or ticked off? In this article, I will show you what has gone wrong with customer service and how we all (customers, employers and employees) can turn that around!