 Category :: Customer Service Articles |
Author :: Robbin Block  |
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| Article Title :: Get Customers to Stop Calling You--12 Easy Ways to Save Money with Online Customer Support |
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| Despite rumors to the contrary, the Web is not dead. More people are using it,
they have faster bandwidth, and in many cases Net-time is taking over TV-
time. It's no wonder more users are turning to the Net for help, rather than the
telephone. So why not take advantage by offering your customers help online
after the sale? Given that the average customer care call is $33, it's a great way
to please customers that prefer the Web over a phone queue and save money
too.Not that you ever want to drive customers away. After all, keeping a good
customer is a whole lot cheaper than acquiring a new one. The idea is to move
the majority of calls to self-help and reserve quality (read full article) |
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| Category :: Customer Service Articles |
Author :: Megan Tough |
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| Article Title :: Customer Service - Winning Customer Experiences |
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| Winning Customer ExperiencesMuch research has been done on what the makes a winning customer experience. What is it that makes customers come back to your business instead of going to someone else's? If your repeat business is low, what is it that you are doing to drive your customers away? There is a consistent theme that emerges across the research - winning customer experiences are built on consistency. Michael Gerber in his book "The E-Myth Revisited" calls this orchestration. "Orchestration is the glue that holds you fast to your customers' perceptions".This may seem a glib response to a complex issue, but take a moment to consider it from the customer' (read full article) |
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| Category :: Customer Service Articles |
Author :: Lee Hopkins |
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| Article Title :: Clients... and 38 ways to communicate with them |
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| 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 the past 6 months, then you will never reach your growth potential. The secret is simple: Establish an ongoing dialogue with clients. In the worst case, a monologue will do."
You don't get business you don't ask for. You don't get remembered if you don't keep in your clients' minds.
But how can you keep your name on the tip of their tongues (read full article) |
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| Category :: Customer Service Articles |
Author :: Shawn Meldrum |
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| Article Title :: Customer Conversion Mistakes That Will Cost You |
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| The following are common mistakes that Sales Managers and Owners make in the sales process which could be costing you thousands or even hundreds of thousands in lost revenue.- No system to capture and log prospect information/contact data on incoming ad calls.- Poor tracking of incoming calls for source and ad success.- No attempt to offer something to a prospect that`s `on the fence`,like free information, a cost savings comparison or an informative video or audio with testimonials.- Not directing or leading the prospect towords what you want them to do. This is usually caused by not knowing what you want them to do next - what the next step in the sales proc (read full article) |
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| Category :: Customer Service Articles |
Author :: Caroline Jordan |
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| Article Title :: Customer Service: Why Bears Make Bad Customers |
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| Every business owner should have a picture of his or her ideal customer. When I picture my ideal customer, I see a business owner struggling to find time for all that needs to be done, someone passionate about what they do, someone striving to find answers to make their business run better. By picturing this person in my mind, I am able to develop products and services that I know will benefit that customer. But what happens when a not-so-ideal customer enters the mix?Recently, I moved from a suburban location to a very woodsy location. One of my first orders of business was to set up my bird feeders. In my mind, I saw my ideal customers as cheerful, little songbirds. I also knew t (read full article) |
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| Category :: Customer Service Articles |
Author :: Lucy P. Roberts |
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| Article Title :: The History of CRM -- Moving Beyond the Customer Database |
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| Customer Relationship Management (CRM) is one of those magnificent concepts
that swept the business world in the 1990’s with the promise of forever changing
the way businesses small and large interacted with their customer bases. In the
short term, however, it proved to be an unwieldy process that was better in
theory than in practice for a variety of reasons. First among these was that it
was simply so difficult and expensive to track and keep the high volume of
records needed accurately and constantly update them.
In the last several years, however, newer software systems and advanced
tracking features have vastly improved CRM capabilities and the real promise o (read full article) |
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| Category :: Customer Service Articles |
Author :: Lucy P. Roberts |
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| Article Title :: How CRM Software Works -- Creating Customer Satisfaction with a Click |
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| When people ask, “What is CRM?” the literal answer is, “Customer Relationship Management,” but that doesn’t really convey much in terms of what all CRM does for a business. This CRM definition is too narrow to really explain everything the system does if it is working to its fullest potential and is user-friendly enough to expand and grow as a customer-client relationship changes and grows.CRM in the broader sense encompasses not only customer relationship management itself but how customer relationship management is handled and the most important elements of a CRM program that are essential to its being successful. The range of CRM software options vary from those t (read full article) |
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| Category :: Customer Service Articles |
Author :: Wallace Conway |
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| Article Title :: The Logic of Emotion! |
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| Homebuyers are an interesting study. Watching people make their home buying decisions has brought me to the conclusion that every decision that every one of us makes is based in emotion. You heard me, it's all about the emotion. Before you deny what I am describing to you, let me begin with me.Painful as the revelation is for me, even I as a Naval Academy graduate, retired Navy pilot, and home inspector extraordinaire, make decisions based on emotion. It took some bridging for me to get there, but I am there.Have you ever had a feeling in your gut about a decision? A hunch? That's emotion. We make decisions that reflect how we feel about the event or expect to feel when the (read full article) |
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| Category :: Customer Service Articles |
Author :: Alicia Smith |
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| Article Title :: Develop Loyal Customers for a Lifetime – part 1 (1 – 10) |
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| Traditional marketing strategies encourage business owners to continually grow their businesses by adding new customers. In today's competitive world of business, it is more important than ever to aim for more transactions with existing customers by using the power of customer follow-up and attention to good service.These first ten tips will help you in turning your existing customers into walking billboards for your business and loyal customers for a lifetime. While we aren't advocating that you do all of them, choosing your favorite five and making sure they become a part of your marketing efforts will pay off handsomely.1. Call your clients every Monday morning just to (read full article) |
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| Category :: Customer Service Articles |
Author :: Alicia Smith |
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| Article Title :: Develop Loyal Customers for a Lifetime – part 2 (11 – 20) |
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| Traditional marketing strategies encourage business owners to continually grow their businesses by adding new customers. In today's competitive world of business, it is more important than ever to aim for more transactions with existing customers by using the power of customer follow-up and attention to good service.These second ten tips will help you in turning your existing customers into walking billboards for your business and loyal customers for a lifetime. While we aren't advocating that you do all ten, choosing your favorite five and making sure they become a part of your marketing efforts will pay off handsomely.11. Conduct surveys one time per month in order to fi (read full article) |
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