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X4 signs your website isn’t boosting business

January 16, 2013 by Jim Giuliano

Company websites fall into two categories — winners and losers. Here’s what makes the difference.


4-part test of your customer service

December 21, 2012 by Jim Giuliano

To make sure you’re delivering what you promise and are as accessible to customers as possible, try this test of your customer care.


Sales and loyalty boosters: Customer labels

December 7, 2012 by Christian Schappel

Behold the power of labels: Research shows that by placing labels on your customers or products, you can boost sales and promote loyalty. Some examples: More…

Customers want mobile-friendly websites

November 16, 2012 by Jim Giuliano

We hate to be the bearer of bad news, but at this point if your website’s not optimized for mobile devices, it’s probably costing you business.


Top-notch service starts up the company ladder

November 14, 2012 by Christian Schappel

Great loyalty building customer service doesn’t start with your customer-facing reps. More…

Handling customer screw-ups

November 12, 2012 by Jim Giuliano

A customer has made a blunder, and maybe even blamed you for it initially. Now the truth comes out. How do you handle it?


The ‘musts’ if you offer online customer service

November 7, 2012 by Jim Giuliano

Online chat is an incredible tool that customers are loving more and more. But don’t think it’s an easy way to get customers off the (more expensive) phone access. First thing: Your CS people will have to implement the five rules of online chat.


What to watch for when new mgmt. takes over a customer

October 17, 2012 by Jim Giuliano

Of course, you know when a customer comes under new ownership. Do you also know the risks for your company?


Keep your finger on buyers’ pulse with a ‘Customer Council’

September 17, 2012 by Bob Hill

Here’s a way to empower customers, while enlisting them to keep your marketing strategies on target.  More…

How an email becomes a binding contract

September 11, 2012 by Jim Giuliano

A lot of companies communicate with customers via email, including sending agreements and documents such as credit applications. That could spell trouble.


Dealing with difficult customers

September 10, 2012 by Jim Giuliano

Every business has them: difficult customers. Dealing with them successfully — so that they remain customers — rests on a few techniques that revolve around asking the right questions.


Building customer loyalty: Ideas that work

August 29, 2012 by Jim Giuliano

Three tested, low-cost approaches can build a stronger connection between you and your customers.


Calming — and keeping — the angry customer

August 24, 2012 by Ken Dooley

It’s going to happen. Someone in your company is going to make a mistake that angers a customer. A three-step approach will keep that customer happy and coming back.


6 keys to success in a buyer’s market

August 15, 2012 by Bob Hill

A marketing expert and scholar breaks down the keys to success in a buyer’s marketplace.  More…

How firms use social media to build business

August 14, 2012 by Jim Giuliano

Not only do the majority of companies use Facebook, and other sites, but they also use it for some specialized business applications.


3 ways to get customers to focus on you

August 8, 2012 by Jim Giuliano

When you deal with customers who’d rather talk sports, music or weather instead of business, try one of these tactics to get back to your point.


4 ways to attract the best employees — and more customers

August 1, 2012 by Jim Giuliano

A paycheck alone won’t lure your best employees to work enthusiastically these days or attract new, bright people to your organization.


Using the web to boost customer loyalty and sales

July 27, 2012 by Jim Giuliano

Your people in Sales and Service hold a no-cost key to creating more business.


The No. 1 customer demand

July 24, 2012 by Ken Dooley

What’s the No. 1 demand your customers ask of you? According to a recent survey, it doesn’t have anything to do with price, quality, features or benefits. More…

8 ways to sell more to existing customers

July 23, 2012 by Ken Dooley

Some salespeople try to deal with a down economy by spending a lot of time prospecting to find new customers to replace the ones they’ve lost. Prospecting is always critical but there’s a better solution to increase sales. More…


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