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The 3 Big Blocks of 21st Century Customer Service

Anticipating Customers’ Needs Times have changed and its high time customer service delivery is considered in a different light. We were taught that businesses should...

10 Principles of Customer Strategy

It’s no longer enough to target your chosen customers. To stay ahead, you need to create distinctive value and experiences for them. After losing the...

Delivering good customer service- 3 things to consider

Four out of every five jobs created globally come from small medium scale enterprises and about 55 percent of Gross Domestic Product of higher...

Quick Tip: Ask Customers to Commit a Little at a Time

Closing a sales deal isn’t something you should do at the end of a linear process. If you wait and ask your customer to...

Why offering customers more choice is not always better

My holiday reading included Malcolm Gladwell’s Blink: The power of thinking without thinking (first published in 2005), which examines the role the human subconscious...

Want customers to turn to you for help? Take time to...

There is a little-known story of how one promotion propelled a business that today manages US$1.4tn in client assets.On October 19, 1948, Merrill Lynch...

4 Ways You Can Help Fast Track Your Business’s Growth

What does it take to take your business from merely surviving to thriving? Hard work and a solid growth plan can help, writes this...

When clients don’t respond, stay on their radar

We have all been in a situation where we’ve sent out a quote or proposal to a potential customer and waited to hear back...

5 Ways to Help Keep Customers Coming Back for More

Winning over customers may have been the easy part. Inspiring them to keep returning often takes new techniques. If there's one thing I've learned...

Pause: Brand integrity matters.

During the last few weeks, I have blogged on the importance of sales and marketing skills. We’ve also begun to discuss the importance of...

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