(reprint from Ohio Web Writer, my other site) Starting this coming Tuesday, November 2, 2010 at 10am est a new radio voice will be heard. Actually, two voices. Candace Benson of Camp Tech will be sharing her views from a technical perspective and yours truly from AllWrite Ink will be covering the customer relationship perspective. Us [...]
I met a customer at the local Barnes and Noble bookstore over the weekend. We both decided to grab a cup of coffee. My customer, Kathy, is a loyal – no, more like an obsessed Starbucks fan. Everyday she has to have her Starbucks – not just in the morning but several throughout the day. [...]
When you look at the company budget – do you spend equal dollars on marketing for new customers as you do servicing your existing customers? When the economy started to tank, one of the first things companies pulled was training. The focus on customer service shifted from having importance to a “nice to have.” I [...]
I have to be honest – I don’t think I have any words to add to this message from a PRIOR HP customer. Talk about poor customer service! HP – do you have anything to say for your approach to helping customers?
Customer Service isn’t a title or a department – it is a culture. In a recent post over at Duct Tape Marketing his lead paragraph says it all Here’s something your customers won’t ever tell you but that you had better understand: Your employees probably treat your customers about the same way you treat your [...]
I went to my first SMEI dinner and program last week. Great speaker, Kurt Southam, PhD talked about how to influence change and I took lots of notes. We’ll talk about it more in a different blog post. But first – I want to tell you about a person I met at my dinner table. [...]
Yesterday I had the complete honor of appearing once again on Sheila English’ Reader’s Entertainment Radio. I was joined by Sherre DeMao of SLD Unlimited Marketing/PR, Inc and JJ DiGeronimo of Purposeful Woman. The topic? Building relationships- how we do it, mistakes people make, measuring our successes and what we’ve learned so far. It was [...]
How often do you put yourself in your customer’s shoes? To truly understand their expectations and their needs, sometimes it is important to put on their shoes; to fully comprehend how we can best meet their needs. But what about putting on someone else’s shoes to act as they do? I recently learned of a business [...]
In this new world of co-opetition, we are finding ourselves partnered with other businesses and services to offer a more complete experience to our customers. However, we need to make sure these alliances are smart choices. My son, who now lives in Chicago, was recently robbed while on the big bad streets of the windy [...]
I attended a recent TEEM meeting in Akron, actually I was the speaker, and after the dinner a gentleman come up and we were talking about building customer relationships and the latest trend of REAL TIME REVIEWS. Customers are using their social media voice to share their customer service experiences. He asked if I had [...]
