Building customer relationships, earning customer loyalty – these are passions of mine and I was pleased to see an article offering 7 key steps to creating customer loyalty in Fast Track magazine. Author, Micah Solomon, opens his list with this comment: A personal bond with customers lets your company escape the commodity pricing wars and provides [...]

I was at the monthly Akron Blogger meeting yesterday and as always the conversation expands to more than just blogging. We all shared our thoughts about social media and what we were currently working on to increase our visibility and credibility on the Internet. I view social media as the ultimate customer connnector but others [...]

I had an aha moment a few months back.  In all this talk about customer service and building relationships and earning customer’s loyalty I suddenly asked myself: “Who decides what great customer service looks like?” In every company I’ve been with, a team of executives and operational leaders will sit around a room and decide [...]

We talk about customer service and earning customer’s loyalty but when push comes to shove – which came first: The quest for sales and profits? Or Customers? My experience has shown that it is a rare company indeed that puts customers first at every level of the company – from the owner/founder to the board [...]

COSE (Council of Smaller Enterprises) is an amazing organization – one of the largest of its kind supporting small business entrepreneurs in the country.  I am proud to be a member and have attended many of the great workshops, coffee conversations and seminars offered through COSE.  One of the reasons I joined was so that [...]

Guess what?  My customer service message has just been expanded to include Life Classroom!  If  you aren’t familiar with Life classroom it is an online resource and membership community for continuing education across all walks of life.  I have been asked to be the customer service expert providing articles and monthly webinars.  In fact, my first webinar [...]