The Unexpected High Cost of a Bad Hire*

Dear Subscriber, Following is an article of interest, although I think the cost is lower than what it is in most industries.  However, good advice. In the course of running my own businesses for more than two decades, I’ve done my fair share of hiring. And I can tell...

Your Call is Very Important to Us*

Dear Subscriber, Seth Godin’s blog follows; someone whose postings are right on in my opinion. Rules for treating inbound customer calls with respect: 0. Spend a lot more money on this. Hire more agents. Train them better. Treat them with respect and...

June Special Just for You

Dear Subscriber, We have a very special offer for you – but the time is limited. I think you know if you keep doing what you’re doing, you’ll keep getting what you got.  Is that what you want?  I hope not. We invite you to Kick Your Customer Service Up A Notch for...

Ten Things Every Customer Wants*

Dear Subscriber, Interesting article.  #4 and #9 are my favorites. When choosing one brand over another, consumers are not focused on some of the obvious deal breakers you might think they are, according to a recently published study by The Rain Group looking at more...

What it Really Takes to Succeed*

Dear Subscriber, The following article by Jack and Suzy Welch hits the nail on the head for me.  Read on. The modern marketplace demands that people possess a wide range of skills. But what core qualities are truly essential to career advancement, regardless of...

5 Customer Service Statistics Impacting Your Bottom Line

Dear Subscriber, Even in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience.1 86% of consumers quit doing business with a company because of a bad customer experience, up from 59% 4...