Online Article Archive

When speaking to audiences or coaching clients, I am always asked what may have gone wrong upon submitting their proposal to a prospect who was previously interested but now no longer communicates.
1. Speak to the budget of your prospect
2. Itemize your packages offered for easy comparison
3. Full disclosure
Prior to writing your proposal, […]

The road to Customer Focus Land is paved with great intentions. As the CMC/HRI Magnifying Customer Focus survey indicates, respondents know what needs to be done. They are fully aware of the need for executive sponsorship, ongoing contact with customers and fast complaint resolution. But somehow, due to lack of time, budget or resources, the […]

First off let me just say this, make sure when you purchase a hi end stove to buy from a place that carries mostly hi end products. Major department stores can often do a good job with middle and low end products but rarely have the man power to handle the extra knowledge required with […]

Imagine not having to worry about staffing your contact center. Imagine having sophisticated customer and technical support for your business. Imagine having your center staffed by experienced people focused not only on problem solving, but up-selling your customers as well. If this sounds good to you, then outsourcing your contact center may […]

When you fly on a corporate jet, you don’t serve wrapped sandwiches or tea and coffee in a Styrofoam cup to the passengers. No way! Corporate jet catering is almost like dining in a five-star restaurant. Passengers have a choice of meal and it is served on real plates with real cutlery. Along with […]

Loyalty cards have invaded and have taken over our lives! It all started innocently enough. It seemed like no big deal when airlines and hotels embraced the ‘frequent’ traveler rewards programs. We consumers embraced the idea of earning rewards for our travel.
Little did we know that loyalty cards would band together and plot to overtake […]

It has become evident that effective customer service is required in order for a business to be profitable. People are no longer willing to accept companies that can not and will not handle customers concerns and questions. Many company owners have better things to do then to sit around all day seeing to customers.
Instead, […]

At first glance, big picture thinking and customer focus would seem to be mutually exclusive terms. After all, the first phrase connotes a farsighted, panoramic view of business, while the second implies an intense, laser-beam-like concentration on the customer. Yet as revealed in Magnifying Customer Focus: A Study of Current Trends and Future Possibilities 2006-2016, […]

Customer service (also known as Client Service) is the provision of service to customers before, during and after a Purchase. According to Turban et al, 2002, Customer service is a series of activities designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customer expectation. […]

My sister-in-law recently shared a little tip with me, and even though the tip was related to housekeeping, I thought it was a great concept to apply to any business.
Here’s what she said: she always ends her day by making sure her kitchen sink is cleaned. No leftover dinner dishes. No stray items. Stainless steel […]