I purchased a book this week and I must admit that the content really fascinates me. The book is entitled “Now or Never: How Companies Must Change Today to Win the Battle for Internet Consumers” by Mary Modahl (VP of research for Forrester Research at http://www.Forrester.com/).
How to Quickly Build a Massively Successful Business Even if You Have No Money, No Products, and No Customer List
When I first heard these claims, I too was a skeptic. After all, I’ve been building highly successful businesses for nearly two decades and thought that I had seen and heard it all. If nothing else, it sure feels like I had, until I met a young man who showed me something new.
Customer Service is 10% Aptitude and 90% Attitude
Here’s a rhetorical question. Have you ever dealt with the employee at a company who obviously didn’t care one ounce whether your problem got solved or not? Of course! Everyone has. How did that make you feel? No doubt, you were aggravated, frustrated and disgusted. You probably just wanted to say, “Can I talk with somebody who cares just a little bit?!”
When Calling “Technical Support” You Should Also Reach “Customer Service”
Technical support has long been the department in corporations that offers guidance when end-users have difficulty with mechanical or technological processes. Most of us call a tech support department to ask questions about our computer, our VCR, our satellite dish or perhaps our Internet service. For those of you who manage a technical support team, let me make a gentle reminder that tech support should also provide customer service.
Customer Preferences in Online Advertising
Online consumers have given some very explicit information regarding their preferences when it comes to advertising. According to research conducted by Jupiter (www.jup.com), a worldwide authority on Internet commerce, there are several things online business people need to be aware of in order to increase their advertising effectiveness.
Customer Service on the Web
The Internet has become absolutely huge! With all the e-businesses that have popped up over the last 5 years, it’s no wonder customers get frustrated.
Customer Service: Beyond Company Policy
There’s more to customer service dealing with order fulfillment, returns, complaints and questions. Good customer service is based on respect and concern — qualities that can’t be spelled out in a company policy.
The Art of Customer Profitability Analysis
Without a doubt customer-profitability analysis is a hot topic — especially for companies that embrace customer relationship ideas, because without it interpretations of CRM failures or successes are mere speculation.
Jekyll & Hyde Customer Service
I just got off the phone with a credit card account company. I was closing a merchant account that I no longer used. A simple transaction, or so I thought.
Customer-centric Business Strategies
“Customer relationship management is a business strategy to select and manage the most valuable customer relationships. CRM requires a customer-centric business philosophy and culture to support effective marketing, sales, and service processes. CRM applications can enable effective customer relationship management, provided that an enterprise has the right leadership, strategy, and culture.” -The CRM Primer, http://www.crmguru.com