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Chicago Business Leaders Conference; Day 3
Saturday was our last day – a few points worth noting from one of my talks: We have three major resources at our disposal: Time Money People Opportunity Time How do you plan your time and what...
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The Importance of Customer Service and Online Ratings
Wow, I just got off the phone with Seagate technical support…customer service and ratings can make or break your business. Have you noticed this? Two very clear examples: First, My New Smoker If you...
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Become a Customer Company
Are you watching Salesforce.com? Marc Benioff’s “Become a Customer Company” videos on YouTube are impressive…of course, being a SFDC user, I feel somewhat loyal to what he’s promoting, but it’s bigger...
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Bangalore India, Day Four; Whitefield Marriott, a Lesson in Customer Service
My time in India is just about over, but not without some special memories, great experiences, and new friends. Saturday was an exceptional day – starting off with an excellent breakfast buffet,...
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Customer Service Lessons From United Airlines – Partners
Most of the products we sell today are commodities…but your service level can make or break your customer relationships, and especially services rendered by partners on your behalf. For the past 4 days...
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The Perfect Greeting – It Changes Everything
I’m back from my week in Singapore. Singapore is one of those cities that is just great to visit – the food is great, the city is clean and easy to navigate (as long as you have a driver), and the...
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Brand Promise: Part of Your Strategic Business Plan
This is my third post on Successful Business Planning. In the first post I encouraged you to start planning now for 2014. In the second I talked about making your plan usable. Today I want to...
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Why I Don’t Eat at Mickey and Mooch in Charlotte, NC…
Another Lesson On Customer Service We live in an age of customer experience…Mickey and Mooch is an upper end steakhouse in Charlotte, NC. Their meat is top shelf – in fact, you can request Angus or...
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Amazing Customer Support is Amazing and Differentiating
Differentiate Your Commodity Products w/ Amazing Customer Service Just about everything you sell is a commodity – It’s your Intellectual Capital and Customer Service that will set you apart. Google Has...
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The Negotiator – Learning the Basics
How to Win the Negotiation Here’s a great exercise – a Lesson on Winning Will I win the negotiation? I wrote an entire chapter on this in my most recent book, From Vendor to Adviser. I don’t know if...
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Customer Experience Is Critical
How Quickly Are You Responding to Your Customer’s Needs… Time is important. The way you view your customer’s time just might be the most important part of your offering. Three recent interactions over...
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Amazon’s Cyber Monday Hoax
Black Friday, Cyber Monday – How Are You Treating Your Best Clients? It’s the Christmas Season! Over the past few years I’ve avoided the lines by doing my shopping online. Last year my wife and I went...
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How To Get Your Clients To Hate You
Do Your Clients Love You Or Hate You? Here’s How Blue Cross Blue Shield Got Me to Leave Them… Put your clients on hold for 4.5 hours, with a deadline so that they can’t hang up. Don’t provide any sort...
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