Creating a Culture of Service Professionalism
Customer relations mirror employee relations How is a service-successful organization different? To start with, such organizations build employee professionalism in several ways. They establish the...
View ArticleThink Customers
Customers are people. Treat them as customers and people. How do you call or refer to the people who buy your goods and services? What descriptive names do you use? What terminology do you use to...
View ArticleCustomer Complaints Are Good
Customers Who Complain Are Customers Who Care As sure as there are customers for your product, you can be guaranteed that there will be complaints about your products or services. Why? Is it impossible...
View ArticleTaking Care of Customers
If you don’t take care of your customers, someone else will I was in Melbourne in 1999 attending a major meeting of the Australian and New Zealand banks that issue MasterCard credit cards and Maestro...
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7 Laws of Customer Retention Marketing
Change Your Definition of CRM to mean Customer Retention Marketing I have long struggled with the concept of Customer Relationship Management (CRM), mostly for the simple reason that I fully understand...
View ArticleA World of Customer Experiences
Every customer interaction is an opportunity to build long-term loyalty. Customers buy experiences. That is the premise behind the book Building Great Customer Experiences which I had the pleasure of...
View ArticleCustomer ENTHUSIASM
Fire Up the Enthusiasm of Your Staff for Your Customers While doing research a few years ago for one of my marketing books, I came across a note I had written to myself on creating enthusiasm for...
View ArticleBeing Customer Focused Means Being Easy To Do Business With
Customers Do Not Want To Be Nomads Larry Weber, the founder of public relations firm Weber Shandwick , says that “most customers are nomads.” And rightfully so. Too few companies and organizations...
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