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Consumers may be feeling more confident about the economy, but that isn’t necessarily translating into spending more money. In fact, a new study by Empathica reported in MediaPost found that consumers plan to cut back on discretionary spending (although they will still spend on necessities
My first business smashed through all of the sales records in our industry. I’ll share with you our secret to success: I had a CRM (Customer Relationship Management System). It’s amazing how people open their wallets to buy your product or service when they feel like you are
A customer touchpoint is defined as any way that you “touch” a customer or potential customer during the entire relationship lifecycle with your business. While this may seem like just another term for internal customer service processes, it is actually much more. One of my
News flash! 81 percent of consumers think small business delivers better service than big businesses do. That’s the findings from the 2011 Global Customer Service Barometer by American Express Open. To translate that into dollars, 7 in 10 Americans are willing to spend an average of 13%
So often today when we read about small business success, the focus is on social media, websites, mobile marketing—you know, trendy technology. And yes, those things do matter to your business, and you should be using them. But there’s something else you can’t forget: the human
La guía de 60 segundos para manejar clientes molestos  Tener respeto por tus clientes te garantizará su fe y fidelidad tanto a ti como a tu negocio. Los estudios demuestran que es nueve veces más difícil atraer a un cliente nuevo que mantener a uno existente, así que es crítico mantener felices a tus clientes.
La guía de 60 segundos para establecer un excelente servicio al cliente De vez en cuando da gusto sentarse a observar como has estado manejando tu negocio. ¿Sigue el software de contabilidad siendo el mejor para el negocio? ¿Está el sistema telefónico supliendo tus necesidades? Y lo más importante, ¿estás concentr
Improving Your Customer Experience SCORE ExpertAnswers Pam Danziger, a retail consultant/author/speaker and the author of Shopping: Why We Love It and How Retailers Can Create the Ultimate Customer Experience shares exclusive tips to improve the customer experience.
60-Second Guide to Managing Upset Customers In just 60-seconds, you’ll learn how to manage upset customers and turn them into long-term, satisfied customers.
60 Second Guides: Managing Upset Customers Having respect for your customers will ensure their faith in and loyalty to you and your business. Studies show that it is nine times more difficult to attract a new customer than it is to retain an existing one, so it is critical to keep your customers happy. Surveys, focus groups and

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