The changing role of customer relationships
January 13, 2012 by Ken Dooley
While many companies have Customer Service departments, the person most responsible for customer loyalty is the salesperson. More…
January 13, 2012 by Ken Dooley
8 tips for effective after-sale service
December 30, 2011 by Ken Dooley
Effective after-sales service is not a slogan, advertising program, a button that everyone wears, or a banner touting a “we care attitude.” It is a mindset that good salespeople develop to improve customer satisfaction and retention.
5 presentation lessons from the master — Steve Jobs
November 23, 2011 by Bob Hill
The late Apple co-founder will be remembered for a number of things, including his ability to attract and captivate audiences and the media. An analysis shows he used the same formula — one that anyone else can employ. More…
10 industries with the worst customer service
October 25, 2011 by Jim Giuliano
If you’re in one of industries on the list, the good news is that you won’t have to work very hard to outshine your competition. If you have to avail yourself of the services of one of the 10 worst, there is no good news.
6 things customers should be saying about your business
October 24, 2011 by Ken Dooley
If customers aren’t saying these things about your company, it could be a sign you’re about to lose them. More…
The 3 new customer demands
October 20, 2011 by Ken Dooley
Customers used to be satisfied with a fair price, a quality product and reasonable after-sale support. Today, they demand a lot more.
Most say initial sales call has ‘little or no value’
October 10, 2011 by Ken Dooley
Conventional wisdom says the first impression is the lasting one. Potential customers often say something quite the opposite.
7 strategies that aren’t subject to changing conditions
September 23, 2011 by Ken Dooley
Some salespeople try to come up with new techniques or strategies to survive tightening markets and shrinking budgets. But there are no new strategies that’ll replace these seven that aren’t subject to changing market conditions: More…
Top 10 selling skills, according to customers
September 20, 2011 by Bob Hill
When the research team at a prestigious sales training company asked more than 1,000 customers to describe a top-notch salesperson in one word, these were the 10 most common responses: More…
Delivering superior customer service
September 16, 2011 by Ken Dooley
What defines exceptional service? Who are the likely people in your company who make it happen?
Guide to keeping buyers loyal when prices must go up
September 14, 2011 by Bob Hill
As the cost of goods rises, salespeople are faced with the unenviable task of explaining price increases to loyal buyers. It’s not easy. But there are ways to justify a price increase that decrease buyer resistance – and may even boost loyalty. More…
How ‘service with a smile’ provided a 37% increase in profits
August 26, 2011 by Bob Hill
In these trying times, numbers prove it’s the little things that are keeping customers – and employees – satisfied. More…
Why customer service stinks — but yours doesn’t have to
August 10, 2011 by Ken Dooley
The first step toward great customer service is to look at the employees in your organization who have lots of customer contact — salespeople. More…
3 lessons every company can learn from the Netflix debacle
August 10, 2011 by Bob Hill
When Netflix recently decided to change its pricing model, it set off a chain reaction that could ultimately result in the loss of nearly 3 million customers. More…
Keeping customers happy: 3 secrets
July 21, 2011 by Charlie Walker
There are three common myths when it comes to what really makes customers happy. More…
Top 5 reasons customers leave – and how to keep more of them
July 8, 2011 by Ken Dooley
Here’s a breakdown on why customers leave, according to a recent survey. More…
10 keys to reaching ‘trusted advisor’ status
July 4, 2011 by Bob Hill
A renowned business expert reveals the keys that help salespeople go from order takers to valued consultants. More…
3 ways to build more profitable relationships
June 22, 2011 by Bob Hill
Here are three ways to establish (and maintain) more profitable relationships: More…
Turning casual buyers into loyal customers: What every business needs
June 16, 2011 by Charlie Walker
Savvy businesses are realizing the key to long-term success is finding a way to turn casual buyers into loyal, long-term customers. Easier said than done, of course. But here’s the best place to start. More…
2 surefire ways to kill a marketing effort
June 1, 2011 by Charlie Walker
Steering clear of these common stumbling blocks will give you an edge. More…
