3 Lies You Tell Yourself About Your Customers That Cost You Sales

image courtesy "Sudden Impact", Warner Bros

In my line of work, one of the most frequent expressed needs my technology clients talk about is new business development.  Sales have stagnated or dropped, and the CEO is seeking the classic Hunter.  This makes sense.  New business development is incredibly important.  But what about old business development?  I’ve found out that many business owners are kidding themselves about the business opportunities that come from current accounts and continue to believe some whoppers about the current state of their sales, and that belief is costing them easy sales.  Read More…

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5 Ways to Handle Complaining Customers When They’re Wrong

Customer complaints, handling customer complaintsLet’s face it, when it comes to dealing with clients, we all know that customer is king. However, that doesn’t mean that we should compromise when they’re wrong. We should be reasonable in complying with their demands and at the same time, be able to provide them with service and information that is useful to them.

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Social Customer Service: 5 Tips to Get in the Game

social media customer service, social customer servicePreviously viewed exclusively as a marketing tool, social media is quickly emerging as a popular channel for customer service. Whether you know it or not, instant-gratification obsessed customers have likely already contacted you for support via Twitter, Facebook and other platforms. The question is what do you risk by not responding?  Read More…

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5 Technologies for Stellar Social Customer Service

social customer service toolsA recent VentureBeat report found that while 62 percent of consumers use Twitter, Facebook and other channels to broadcast service complaints, and yet a vast majority of those messages never receive a response. This can turn into serious losses for your company, particularly if particularly negative comments are left unaddressed.  So how can you capitalize on today’s technology to deliver superior customer service? Read More…

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Control Your Brand Conversation or Be a Part of It

your online brand, brand hijackThe domain of brand communication has changed significantly over the years. Customers have truly emerged as the ones who wield influence more than what advertising can do for organizations. It is no longer possible for organizations to cover up the low points of a product with media blitzkreig. Even online reputation management methodologies fail if people choose to voice their opinion against a product and such content subsequently goes viral over the internet. Read More…

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Is Your Business Breaking Trust Contracts?

trust contract, business trustBe it business, family or relationship, trust is one of the basic building blocks that can either make or break your growth. When it comes to business practices, trust is an unspoken ethical practice that helps a buyer to make subliminal decisions.

So how are you doing on the unspoken Trust Contracts that you sign? Read More…

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Customer Loyalty Comes From Creative Contact

customer contact, customer connection, customer experienceThe beautiful thing about the digital revolution is how it has simplified our lives.  We can use the advanced computer technology and online presence to free up more time to spend with our loved ones doing the really important things, right?  NO, WRONG!

Technological advancement has allowed mankind the ability to do more things in less time, and as a result—we want to do even more things lest we fall behind in the rat race.  Keep this in mind as you think of your customers.  These are people whose brains are being filled with more information and choices than at any other time in history.  This presents a problem with focus, attention span, and memory, and that means your business can be forgotten very easily.  It’s not a malicious forgetfulness, it just…is.  Human beings are creatures of deletion, to borrow from Tony Robbins, and they spend their days figuring out what to pay attention to since it’s impossible to focus on every sensory input received.  If you want customer loyalty, you need to increase the times that your business is one of those inputs, and you’ve got to do it creatively and memorably. Read More…

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10 Steps to Customer Loyalty: Your Main Value Proposition Today

An unfortunate consequence of worldwide technology and the Internet placing abundant choice at every human being’s fingertips is that most products just look alike.  If not yet because yours is new, they soon will when the competition rips off your look and feel.  What’s left to distinguish your small business?  More than likely it is customer experience, and there is great news.  The only people who talk about your exceptional service that count are your customers.  What you say on your website is irrelevant without them.  With social media all the rage, it’s easier than ever to get viral and put your business past the tipping point if and only if your service is truly legendary. Read More…

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Creating Loyal Customers Free of Charge

Business customer service success really isn’t as hard as we make it out to be.  This week’s post is a little reminder about things we all know and usually forget, and they can be worth millions to your business bottom line.  Read More…

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How to Lose Your Customers in 10 Simple Ways

Plenty of success stories and proven processes are out there regarding Customer Service strategy and tactics.  That’s why it confounds me that there still exist companies that seem motivated to degrade, separate, piss off and just lose their customers.  I got to thinking that maybe a number of you small business owners may want the same results.  Those  customers can be a royal pain in the butt, with their annoying little credit card transactions and product questions, making you have to produce more goods and deliver on services.  This post is for you, Mr. Small Business Owner trying to ditch his customers.  Learn and implement this stuff and you can just chuck it all and go retire to Bermuda and spend your time drinking Mai Tais by the pool and eating Conch.  Here’s your top 10 best practice list to get rid of customers in a hurry! Read More…

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