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It struck me how similar customer relationships are to a marriage. Initially, there's the wedding - that exciting part when you land the contract and everyone is full of energy, anticipation and eagerness to please Read More

In a world of identity theft and the selling of customer information, how you handle the data collected from customers says a lot about your business. It also says a great deal about the amount of trust customers are likely to put in you. The Better Business Bureau has put together this video and post to share some tips on how to deal with customer information and how to protect the information with which you have been entrusted Read More

First (and last) impressions matter

Research shows that customers remember the first and last moments of their interactions with you more vividly than the rest of it. Make sure the first and last elements of your customer interactions are a well-engineered, well documented process that all your team follow - because they are going to stick in the customer's memory Read More

Customer communications, particularly written, can be over examined to the point of being false. What is the right approach to responding to a customer and how much of you should come out in the text Read More

In business, customers, clients and LOYALTY are to be won, earned and prized, not taken for granted. What better place to learn about "butchering" a sale than in...two butcher shops. One where my wife and I walked out angry and disattisfied, one where we are treated like family Read More

Marketing is all about connecting. The more we can connect with others, the more we can help them meet their needs and achieve their goals. The more we do that, the better marketers we become. Read More

Many salespeople and customer service reps operate under the illusion that customers are a pain to deal with. The real pain, though, is when there are NO customers. Read More

Bad customer service should never, under an circumstances, be tolerated. You have a right to expect excellent customer service, and it's time to demand that right. Read More

Kate Tammemagi, a customer service trainer at Focus Training, shares these great customer service tips to improve your phone skills. Read More