The Gatekeepers - When the customer gets revved-up a simple ‘sorry’ could be...
I know I have written about customer retention before but, really, surely it is the easiest part of the sales process?
View ArticleKnow What Customers Want Before They Do
Customers are increasingly frustrated by the generic offers they are bombarded with from marketers, and most marketers continue their “spray and pray” mass marketing techniques of the past, seeing...
View Article5 Top Tips to Improve Customer Service in a Digital Age
The rise of social media allows consumers to name and shame companies they feel give bad service. Complaints can reach an entire market easily...
View ArticleCurb the complaints to keep them coming back for more
Vikki Zelkin, Head of Client Services, Promotions and Incentives, The Grass Roots Group, looks at the changing nature of customer complaints.
View Article10 Customer loving tips
A loyal customer is the number one goal of most business owners and with so many competitors on the market, how do businesses stand out from the crowd?
View ArticleUK retailers failing at email customer service but improving on Twitter
Despite significant investment in digital channels, UK retailers are still only answering just over half (55%) of routine customer questions asked via the email, Twitter and web channels.
View Article5 Ways to improve customer experience
Customer experience is a hot topic at moment and is seen by many as the next big competitive battleground.
View ArticleCustomer Service WOW! vs Customer Service Woe
When I am not away speaking somewhere, I like to break my days up with a coffee and a sandwich at a local cafe. I take my iPad. Sometimes I write. Sometimes I don’t...
View ArticleNewVoiceMedia to transform sales and service performance
NewVoiceMedia, a global provider of cloud technology which helps businesses sell more, serve better and grow faster.
View ArticleWhy you should view training as an investment, not a cost
Since moving from the Recruitment industry into the Sales Training and Development arena, I have been surprised by the number of companies...
View ArticleWhen you royally put your foot in it
A while ago I gave a speech at a pharmaceutical company. It had taken me quite some time to turn that company from prospect into client.
View ArticleLittle things in sales don't mean much, they mean everything
Let's talk about customer relationships: What do you know about your customers? And how do you stay in touch?
View ArticleWiseacre - Change the record over
Sometimes, when trying to persuade someone to buy something, you’ve got to do more than convince them of the benefits of the product...
View ArticlePersonal branding for top sales professionals
When we think of branding, we mostly think of corporate brands or product brands. We've learned that brands have a value that can be measured...
View ArticleSurvey reveals businesses failing to measure or monitor customer service quality
Research highlights lack of consensus on what quality means and finds many businesses prevented by cost, resource and technology barriers from achieving it.
View ArticleHow can you stop post-sale delivery problems crushing sales motivation?
In my pre-psychology career, I once had the opportunity of having meetings with two sales teams in directly competing technology companies...
View ArticleSeasonal staff: avoiding festive headache
As many offices start to wind down for Christmas, the retail and hospitality sectors will be ramping up for their busiest season..
View Article7 Ways to strengthen your customer base in 2016
It’s great to bring on new clients and grow your customer base, but the fate of your company lies, in many ways, with the customers you’ve already got.
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