Category Archives: Customer Service

It’s far more cost-effective to retain existing customers than it is to attract new ones. Here are a few tips to increase customer retention rates by improving your customer loyalty: Mail personalized thank you cards showing your appreciation for recent purchases or interest in your products and services. Create a customer loyalty program that offers […]

In social psychology, reciprocity refers to the natural human tendency to want to return a favor — to give back after someone has shown generosity to you. You’ve no doubt experienced such times in your own life, when you’ve felt such a sense of appreciation for a kindness done that you felt inclined to respond […]

Even if you’ve already heard these statistics before or intuitively know them to be true based on your own experience, it may still be a bit startling to see them here again: It can cost up to 7 times more to acquire one new customer than to keep a current one. The likelihood of a […]

There’s a story told of a middle-aged man and a teenage boy who checked into a hotel together while traveling. The staff noticed that both seemed quiet and somber and that the boy appeared pale. That evening, the two had dinner at the hotel restaurant. Again, they seemed unusually quiet, and the boy barely touched […]

While no business wants to lose its customers to the competition, you may be surprised how the opposite can occur when you focus less on keeping your customers away from your competition and focus more instead on adding value and truly helping your customers find what they want. Strange as it sounds, there may be […]

In 1937, Sylvan Goldman, owner of the Piggly Wiggly supermarket chain, noticed that customers would stop buying more groceries when their arms got too full. He decided the solution would be to create something that would help his customers and, in turn, help him sell more groceries. Sylvan and an assistant took a wooden chair, […]

Business used to be much simpler. The formula for success was to provide value, convenience, and great customer service, which in turn led to referrals that became new clients. This tried and true cycle kept the business world moving forward. Somewhere along the way, however, the rules seem to have changed, and the apple cart […]

If you’re looking for a creative way to spread the word about new products or services or to announce an exciting special or upcoming event, it may be time to reconsider how your business answers the phone. You or your receptionist can add marketing value by simply changing what is said when answering the phone. […]

With the recent explosion of marketing avenues available to businesses, it’s easy to forget some of the fundamental building blocks that go into making a company successful. Take, for instance, that telephone in your office. It may not be as sexy or new as social media, but it packs a much bigger and more immediate […]

One of the biggest marketing mistakes many businesses make is failing to educate buyers about the unique advantages of their products and services, as well as their industry in general. Educated customers are not only more satisfied with their purchasing choices, but they are also more likely to share their wealth of information and tips […]