Customer Relationship Management

When a colleague loaned me Stephen Covey’s “The Seven Habits Of Highly Successful People” many years ago, it took me about three months to get round to reading it – I now realise...

For this customer segment your store name is important.

Want to drive new sales without spending any money? It's easier than you think. Keep your friends close and your "enemies" closer......

Are employees gaming the system or is Corporate measuring the wrong thing?

As I work with companies to help them improve their customer service, some things stand out. These are things a lot of organizations don’t do consistently. Yet if they did they’d find the...

Sometimes fiction can offer useful lessons for the real world. For example, one of my favorite TV shows, Burn Notice, seems to operate with some useful principles that transfer nicely to the world...

Where many companies struggle though is with actually uncovering real customer needs that will drive any of these four approaches to profitable growth. Those companies that understand the evolving needs and problems of...

I like the holistic approach here. I’m going to modify this into a check list and see how my organization measures up.

Little things make all the difference in customer service. They can contribute to a positive and memorable experience. They can ruin an otherwise decent situation. An otherwise completely average encounter can turn into...

From a business perspective, managers should train their employees to ask customers this question:

What's that old saying about "Watching out for number 1?"

I say let’s start another movement that you can participate in any time anywhere you’re a customer.

I remember when we were kids. We’d play all kinds of games. And when one kid pushed things too far (playing unfair) a parent might step in and enforce some basic rules on...

This is the first in a regular series of Top 10 lists. Every month I’ll present my top 10 list of resources that can help you improve customer service and increase customer loyalty....

Does your strategy allow the customer to participate in the conversation?

Assumptions can inhibit truly innovative thinking.

It costs more to get new business than it does to keep the customers you have. Tips to help you build a loyal customer base without breaking the bank....

"Rock bottom has been a solid foundation on which I rebuilt my life."

A big mistake some companies make is they hire and manage people like they buy and manage equipment. They seem to believe people’s behaviors can be designed and managed like machines. And a...