How To Turn a Negative Customer Service Experience Into A Win

When it comes to customer success horror stories, we have all had our fair share of them. It’s an unfortunate event, usually not someone’s intentional fault, but a negative customer service experience is often a blessing in disguise. Today we are going to share with you how you can take an angry, unhappy, and dissatisfied customer and turn them into one of your greatest advocates. Continue reading “How To Turn a Negative Customer Service Experience Into A Win”

Online Shopping Can Hurt the Local Community

online shopping This article is contributed by Amanda Carlson. As the Internet develops, so does the related commercial aspect of life. Online shopping is a way that allows people to find and purchase exactly what they are looking for instead of settling for what is available locally. Although this provides a great deal of competition for shopping and a decreased cost in price, it could be doing more damage to our community than we may be realizing. Continue reading “Online Shopping Can Hurt the Local Community”

Customer Service In The Twitter Age

This article first appeared in December 2007 but its content is timeless. People talk about customer service almost as much as they do about the weather. In both cases you might feel that not enough is being done about it. Continue reading “Customer Service In The Twitter Age”

Fight Negative Reviews on Yelp

This article is contributed by Steven Peters. Yelp is an online review site that allows customers to leave reviews about businesses they’ve visited. They can leave both a ranking out of five stars as well as a detailed review. There are no requirements that need to be met in order to write a review, and the site is free to use. Plus, users can write their reviews anonymously. Continue reading “Fight Negative Reviews on Yelp”

Timely Response

How quickly your company phone is answered or how quickly your company responds to an e-mail message it receives may not appear to be the most exciting of topics.  However it is one of the simplest ways of doing very much better than the competition.  That is because most companies do not handle these simple functions well. Continue reading “Timely Response”

7 Habits Of A Truly Customer-Centric Selling Organization

Note that this is an updated version of a white paper that first appeared in December 2001. Over the years it has been the most read white paper of all. Although it reflects policies that one hopes most companies would now be applying, this still seems to be the exception rather than the rule.  

In March 2000, Harvey Thompson of IBM published a book, “The Customer-Centered Enterprise: How IBM and Other World-Class Companies Achieve Extraordinary Results by Putting Customers First” (McGraw-Hill).

Continue reading “7 Habits Of A Truly Customer-Centric Selling Organization”