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You are here: Home / Archives for Customer Service

Are you a Family Business who believes Customer Service requires a lot more than lip service?

August 16, 2013 By HRB Family Business Consulting 1 Comment

Customer service is a circle. Connect with the client, Involve the client, Respond to the client, Communicate with the client, Listen to the client, Evolve with the client.

Turning and turning in the widening gyre
 The falcon cannot hear the falconer; 
Things fall apart; the centre cannot hold Irish poet William Butler Yeats composed and published The Second Coming in 1919. Some think the poem speaks of loose cannons, falcons that don’t listen. Some think the writer was speaking of revolution and the [Continue Reading]

Filed Under: Custom Service, Employee Culture Tagged With: Customer, Customer Service, Electronic Commerce, Managing Customers, Service Customer, Superior Customer

Innovation, Recognition all come from the Culture

September 26, 2012 By HRB Family Business Consulting Leave a Comment

. “When I worked for you, I thought I was Superman.” I have occasionally reflected on why that was. Not sure I know all the answers, but the things I do know are that the environment were real, the energy was high, and the crap was low.” A friend shared that he had actually received [Continue Reading]

Filed Under: Employee Culture, Family Owned Business Tagged With: business consulting, culture, culture of innovation, Customer Service, energy, hsieh, innovation, productivity, small business consulting, tony hsieh, zappos.com

The Choreography of Sales Service – Should You Underpromise And Overdeliver?

April 9, 2012 By HRB Family Business Consulting Leave a Comment

Customer Service graphic

. “We provide solutions.” Sound familiar, this is what our business is based on; what many business are based on, we all provide services. Today, the service sector’s share of the U.S. economy has risen to roughly 80 percent. Being a service business is complex, complicated and it’s on a continuum; customer’s expectations increase with [Continue Reading]

Filed Under: Continuous Improvement, Family Owned Business, Process Management Tagged With: advanced product quality planning, bill hybels, business, continuous improvement, Customer Service, family business consulting, hrb, ken blanchard, low cost airlines, management, marketing, patrick lencioni, service, service businesses, services sector, southwest airlines, united airlines, willow creek community church

Strategy: Start At The END

March 12, 2012 By HRB Family Business Consulting 1 Comment

“One of the best starting points for a strategy session is at the end of it. I’m talking about more than the objective, but what the experience will be for customers and employees.” — Paul Williams

Strategy: Start at the end. A strategy is a plan of action designed to achieve a vision. Paul Williams is the Founder of Idea Sandbox, a self-described Barnstormer, Creative Problem Solver, Retail Marketing Crackerjack and Writer. Recently Paul wrote, “One of the best starting points for a strategy session is at the end of it. [Continue Reading]

Filed Under: Continuous Improvement, Strategy Tagged With: business strategy, customer experience, customer experience management, customer relationship management, Customer Service, customers, family business consulting, marketing, marketing plan, paul williams, relationship marketing, sales, setting goals, strategic management, strategy, vision

Customer Service. Customer Service? Customer Service!!!

February 13, 2012 By HRB Family Business Consulting Leave a Comment

There has never been a more important time to be good at the basics! Customer service, service service. The Economy is improving, volumes are up. Our organizations are lean and we must follow the process. Nothing is more important to the long-term health of our business than the trust of our customers, all our customers [Continue Reading]

Filed Under: Customer Service Tagged With: business, continuous improvement, customer centric, Customer Service, customers, family business consulting, management, process management, sales, sales managers, service service, trust

“Happiness depends upon Ourselves”

September 12, 2011 By mco Leave a Comment

Value has many meanings in Webster’s. It can be the monetary worth, fair exchange, numerical quantity or the length of a note. My old friend Chris from New Jersey often said, “Price is what ya pay, value is what ya get!” In business and in life one of our goals must be the creation of [Continue Reading]

Filed Under: Custom Service Tagged With: creating value, Customer Service, happiness

Customer Service

August 29, 2011 By mco Leave a Comment

Customer Service — Loyalty needs to be earned constantly; it can evaporate with one bad experience. “9 out 10 “loyal” customers will leave after one problem” A recent survey showed the following 89 percent of customers will say they are loyal, but only 29 percent of those customers then add that they would remain loyal [Continue Reading]

Filed Under: Custom Service Tagged With: Customer Loyalty, Customer Service

Customer Service — 81% Believe Small Firms Do It Better

August 22, 2011 By mco Leave a Comment

Why does customer service matter? An August American Express survey showed the average American is shaking off the recession, it also found that 70 percent of consumers are willing to spend an average of 13 percent more with companies they believe provide excellent customer service. This figure is up substantially from 2010, when 58 percent [Continue Reading]

Filed Under: Customer Service Tagged With: Customer Service, new opportunities, small business

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