When I coach clients to work towards expanding your current client relationships, I always want you to ask some variation of this question. The goal of...
Wells Fargo is likely the “great bank” among the big ones, with the highest integrity and the lowest tolerance for bad banking practices among the bigs....
Is it possible to have a 100% customer retention rate? Yes, when you know the equation, i.e. how to work out your customer retention rate (CRR),...
There has been a lot of talk lately about trying to balance the cost-effectiveness of an automated IVR system with the responsiveness of a live call...
It's common sense -- serving your most valuable customers well is basic good business because attracting new customers costs, on average, five to eight times more...
Regardless of whether the customer is right or wrong, you need to make it safe for him to be right so he doesn’t get so stuck...
Does customer service matter as much now your business is mostly online? Customer service has evolved; now, online shopping is preferred. However, it’s still important and...
We all have nightmare clients that demand too much, are rude and generally a real pain to deal with - but have you actually calculated how...
Let me ask you, can a company survive without good customer service?
Small businesses may have limited budgets but there is one area they can compete head to head with big companies. The secret: Customer service.
