Category: Customer relationships

Why Customer Service Matters

We’ve all experienced awful service. We’ve all experienced good service. As business people, we all know – or should know- the value of excellent customer service. How valuable is good customer service? If you improve service by just 5%, according to Bain & Company, profits can increase 25 to 90%. So with just a little …

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Customers Are Won, Not Managed

Far too often I hear company executive talk about “managing their customers.” Customers are people who pay your salary, not widgets to be managed. You can manage expectations, but managing people for profitability is just…wrong. Let’s talk instead about building trust, value, and long term relationships for enduring loyalty. And yes, profits. Profits come after …

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