March 17, 2011 March 17, 2011Give your customer loyalty bounce by managing customer complaints betterI was preparing recently for an upcoming client seminar on how their service strategy and how they manage complaints should be an essential part of their […]
November 17, 2010 November 17, 2010The scrunched up nose danger of the upsell or cross-sellI am reading Andy Sernovitz’s Word of Mouth Marketing at the moment. It’s a really interesting book full of ideas that you can dip in and […]
October 8, 2010 October 8, 2010How you think about complaints will determine how you deal with themHow we think and feel about things can go a long way to explaining how we behave. For example, if you don’t like sales or networking […]
May 28, 2010 May 28, 2010Video: Customer Retention can be Improved by How You Handle Customer Complaints – Delight From DissatisfactionToday, I want to share something with you that is a first for this blog….a video post. Last month, I was fortunate to be asked to […]