Customer Relationship Resources

I’m Losing Customers. What Can I Do?

There are a lot of reasons why you may be losing customers. Your job is to determine why. What factors are causing your customers to leave? It may be that more than one factor is causing the problem. To find the answers you will need to dig into the potential problem areas. Read more...

We Want To Provide World-Class Customer Service

Whether we admit it or not, all firms are compared to companies like the Ritz Carlton, Walt Disney and Federal Express. These organizations and others continually set and raise the performance bar for customer service. Do you “wow” your customers every time they deal with you? Read more...

Customer Touch – Lifetime Value Cycle

In Customer Touch Strategies, the key to realizing the complete lifetime value of a customer is to enhance the experiences between your company and the customer through a four stage customer development process that reflects the customer’s commitment to your mutual relationship. Read more...

Getting Customers to Spend More

How do you increase the value of each transaction? In other words, how do you get the customer to spend a little more each time they buy from you? Read more...

Innovation By Listening To Customers

By listening to your existing customers, you may learn of unsatisfied needs, wants, desires or fears for products or services outside of your current product/service offering. Product/Service Share Strategies require that you continually innovate and deliver new products/services to meet a wider and wider range of customer needs. Read more...

My Customers Are Leaving: What Can I Do Immediately to Turn Things Around?

There are a lot of reasons why you may be losing customers. Your job is to determine why. What factors are causing your customers to leave? It may be that more than one factor is causing the problem. To find the answers you will need to dig into the potential problem areas. Read more...

Customer Retention: The First Step to Growth

Ask yourself, how can you increase sales if many of your existing customers choose not to buy from you again? How can you be better at keeping existing customers? How do you retain 100% of the customers you want? Read more...

How To WOW Your Customers

Do you “wow” your customers every time they deal with you? Customer retention is vital to the growth of any business and customer retention is based upon positive experiences with your company. So how do you manufacture these positive experiences with your customers and use them to grow even beyond what retention brings? Read more...

Barriers to Customer Touch Excellence

In Customer Touch Strategies, the key to success is to remove the barrier that stop your company from becoming truly customer-centric. In the book, Keeping Your Customers for Life, authors Joan Cannie and Donald Caplin outline 12 barriers you will encounter when trying to provide higher levels of service to your customers. Read more...

A Funny Story of Poor Customer Service and Poor Internal Communications

When communications break down and your staff focuses more on company procedures, poor customer service can result. The following letters are taken from an actual incident between a London hotel and one of its guests. Read more...

Leverage Strategies – Getting Others To Help

How can you get others to help you meet new customers and sell your products and services? Are there other businesses that have the same or similar profiles of customers? Can you double your efforts to reach more customers by working together? The concept is called Leverage. Read more...