It’s 90+ degrees out and the air conditioner in our office building broke yesterday and it’s still broken today! It’s about 85 degrees in my office right now and there is no air movement at all. It got me thinking about customer service and how we treat customers when something unexpected [...]

There are two aspects to increase the value of your marketing which in turn creates profits in your business. What are these two sides of marketing? In short, they are Acquisition Cost and Lifetime Value.
The goal of Marketing in the business should be to reduce the Acquisition Cost and increase the [...]

Building Raving Fans Involves Trust.

It is well documented that it is more affordable to retain an existing customer than to find a new one; most references sight a savings of six times. Not only do we want these customers to stay, but we want them to become raving fans.
This level [...]

Customer loyalty should be a key focus in any business, with good reason. Estimates suggest it can cost six times as much to get a new customer as it does to keep an existing one.
A business that is not paying proper attention to this is like a farmer milking a cow with [...]

Ask any business owner about customer service and satisfaction and most will admit that it’s critical to their overall success and profitability. Ask them what they DO to insure their team consistently delivers quality service and the answers are vague or in some cases they simply shrug and say ‘not [...]

Companies can cruise along for a long time by giving adequate customer service.
Transitions in business mostly go smoothly.  But what happens when there is a bump in the systems or a delay shipment of product or an employee’s impromptu leave of absence?
This is when GREAT COMPANIES distinguish themselves from the average.  [...]

There is a saying, “the only thing that stays the same is change.”  In today’s world we are subject to change more than ever, because we now have much more choice than ever before. Through the internet, we now have access to unlimited amounts of information – we Google something and [...]

Raving fans are customers who are so over the moon with your business and service you provide that they will not only tell all their friends and colleagues about you but, actually bring them to you and help you make sales to them.
It’s a frightening fact of business life that we [...]

As a business owner, it’s easy to get swept up in the day-to-day activities of running a business. The demands on your time seem endless and it feels as if everyone and everything needs your attention now!
Under these circumstances, it’s easy for a business owner to get “tunnel vision” in their [...]

On a recent Southwest Airlines flight, crew members gave a passenger, who happened to be celebrating his birthday that day, a birthday “cake”- a toilet paper roll standing on end complete with “Happy Birthday from SWA” written on the side, “candles” fashioned from stir sticks stuck on top of the roll, [...]