Category: Consulting

Mar 01, 2012

Admin

Customer retention can be considered the heartbeat of a company. In other words, without customer retention, your business is probably close to being non-existent. How does one maintain a high level of customer retention? Let’s consider one statistic: 68% of customer defections take place because customers feel poorly treated. I think that statistic should cause […]

Feb 01, 2012

Admin

I recently visited a local electronics retailer in search of a new television. I had a particular brand in mind but was unable to locate it. A salesperson was nearby, so I asked her if the store sold the brand of interest. Her response nearly floored me! She stated very sarcastically “We don’t sell that […]

Feb 01, 2012

Admin

Most businesses have someone who greets their customers either by taking an incoming call or in person at the business location. The way this interaction is handled can lead to the acquisition of a new customer or the retention of an existing customer. Customer “greeters” are the ambassadors for your company and must be in […]

Feb 01, 2012

Admin

In today’s highly competitive business environment, it’s important to understand the need for developing and implementing a customer service strategy. A customer service strategy details how you will interact with your customer – from your first contact through the life of the customer/business relationship. This is one of the most important steps toward business success. […]