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Here are some key ideas to make this work in practice: Coach and Train For Success Customers are human beings, a well trained and fully empowered group of customer care representatives reflect the truth of that. They’re able to make decisions in the interests of the business that deliver a great experience – there’s no need for a handbook or manual, it’s a matter of common sense. Honesty and Integrity...
In difficult economic times it’s important to recognize where you can achieve the most value with your business. Retaining existing customers is important during the good times, in the bad times it’s vital. It costs more to win and service a new customer than it does to keep an existing customer happy and grow their relationship. Here are some key drivers to reduce churn in your organization. Customer Service is...
Are you taking yourself for granted? My wife works as a project manager for the education department of a Fortune 500 company. She was in the process of hiring a key note speaker for one of their events and showed me his proposal. I started to read it over and I was shocked at what I was reading. In his proposal he listed the basic topic of his talk (No...
This entry is part 3 of 4 in the series Customer Relationship Building StrategyThe third customer relationship strategy involves letting your customers know what you have to offer. But what I encourage is that you tell them what you’re going to give them and then give them more. I have used this practice in every one of my businesses. You promise what you’re going to do for them and you...
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