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Longevity of ownership and staff service are two main keys to building...
photo credit: s_falkow In late 2010 I wrote a book: RARE Business which was a collection of thoughts, ideas and strategies to help businesses ‘build better relationships with their customers and their...
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Honesty and transparency with clients and prospects builds better retention...
photo credit: dandelionfourteen This is the second of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas...
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Having everyone involved in customer service helps create a better customer...
This is the third of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses...
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The emotional component of customer experience: the next competitive...
Following hot on the heels from, Great customer service and customer experience requires emotional intelligence – Interview with Jo Causon of The Institute of Customer Service, today I am excited to...
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Client relations – A phone call is worth 10 emails. A meeting is worth 100 calls
This is the fourth of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses...
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Focusing on customer loyalty has allowed us to fundamentally change our...
This is the fifth of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses...
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Connecting the dots of word of mouth, customer loyalty and customer service
A recent piece of research from Clickfox got me to thinking about word of mouth, customer loyalty and customer service and if we should be thinking about ‘connecting the dots’ between them. In many...
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Personal engagement develops loyalty and trust.
This is the sixth of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses...
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Create an enjoyable customer experience and get a Net Promoter Score of 70%
This is the seventh of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses...
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Customer loyalty comes from loving your business and having pride in doing...
This is the eighth in a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses...
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Customer retention: Increase customer switching costs by doing something that...
This is the ninth in a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses...
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Making your customers successful is a great way to retain them – Interview...
This is the tenth in a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It was a collection of thoughts, ideas and strategies to help businesses...
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Employee engagement is not something that is done to employees – Interview...
Following on from my recent interview, Social Business: walking the talk and debunking some of the myths: Interview with Will McInnes of NixonMcInnes, today I want to share with you an interview that...
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True customer engagement is not based on click throughs or contests –...
Following on from my recent interview, Build relationships with your customers that matter – Interview with Chris Brogan on The Impact Equation, today I am pleased to present to you an interview I did...
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Customer service in the future will be a company wide mentality and not a...
Following on from my recent interview, True customer engagement is not based on click throughs or contests – Interview with Wendy Lea, CEO of Get Satisfaction, today I am pleased to present to you an...
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The relationships you have with your existing customers are your key to success
The economy in the coming year will remain tight for pretty much everyone. Given that and given that we are heading towards a new year, I wanted to ask you to consider something: look after, cherish...
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Is the search for art in business about making better connections?
I don’t know about you but I seem to be bumping into the idea of art in business a lot recently. First, it was with Seth Godin last month when talking about his new book: You can’t make ‘Art’ if you...
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Some customer service research just makes me want to scream
Sometimes I read things and I just want to scream! Recently, I was browsing some of my regular reading sources when I came across this: New Study Finds that Emotion is at the Heart of Effective...
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Delight your customers and your employees by paying it forward
I was chatting on the phone earlier today with a contact and we were talking about collaboration, working together, associate agreements, partnerships etc etc etc However, on the back of that I also...
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Improve service and keep customers by not being a magpie
Wherever I turn these days, I hear and read mentions of social customer service – the provision of customer service by social media channels – and how it’s great and will transform the delivery of...
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