Customer Service

How exceptional customer service can lead to referrals I saw something rather unusual happen a couple of weeks ago. Something that would have been a common sight just five years ago but you almost never see now. A friend of mine was walking around the pub armed with paper, a pen and an envelope full of cash. He… more
Why higher prices get more attention than lower prices Let's say for a moment your name is Richard. And as Richard you've developed some great beach tennis bats. And, let's just say the bats are really something. You've spent a good year or two getting it up to your standards. And now you have just one problem: Your… more
The Devil wears Prada Move over Meryl Streep! The Devil no longer wears Prada, she, he or it now sells Prada! That is, according to research conducted by the University of British Columbia, Sauder School of Business, a reality, particularly for “aspiring consumers”. The Canadian… more
Make a Statement A capability statement is, too many people in business, an important, if not an essential document. - Some existing and prospective clients demand submission of such literature. However, securing contracts and benefits as a consequence is not guaranteed. Indeed… more
Where do your clients disconnect? Now more than ever when you are dealing with prospects you need to be mindful of the parts of your customer sales experience that are choke points or disconnects. What is a disconnect or a choke point? It's a part of your sales system where the prospect… more
Customer service goes mobile We now live in a world of instant gratification There are few things that are static or inert about consumer expectations and their demands for service. New applications of concepts, including “local”, “now” and “new” are the current and evolving perception… more
Customer relationship management. Are we losing the plot? CRM – where is the emphasis? On the C, on the R or on the M? More and more we see the acronym CRM being bandied about in the business press, CRM or Customer Relationship Management is a hot topic. In the field, consultants have been asked… more

Customer Service

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