Currently Browsing: Customer Service
Are they loyal to you personally or loyal to the company? Customer loyalty is one of the “must-haves” for any business. From the executive suite to the sales team to the call center, the drill is often the same: Engage customers enough to make them loyal to our product. But what happens when those employees succeed a little too well — when the customer ends up being loyal more to the...
Last week I received this question from one of my e-class participants:
“I have a customer that I’m selling a specific product to with a very low price. How can I increase the price without an objection? Also, if I happen to increase the price on the invoice, should I tell him or stay silent until he finds out? By the way, this product has been increased by the manufacturer.”
My answer to this...
In the midst of a recession that has hit business and consumer spending especially hard, it may not be so surprising that retailer Office Depot is having a rough go of things: The No. 2 office-supplies chain lost money in each of the past five quarters and is expected to lose $96 million this year.
But the company, based in Boca Raton, Fla., is facing troubles that go deeper than reduced demand for paper and...
You may not have been taken hostage by pirates on the high seas, but whether you know it or not you or your clients have been contacted by pirates – otherwise known as fraudulent telephone marketers and toner pirates – sales people attempting to sell vastly overpriced or counterfeit products.
They will use many different words and scripts to convince the listener that they are legitimate. Counterfeiting...
We’ve heard a lot lately about the problems associated with road rage and air rage. But according to a survey by Prudential, some of your customers may be suffering from “phone rage.” Results from this survey found that some phone systems annoy customers more than they help them.
If you are like most consumers, this is not a surprise to you.
If you are not sure how your company’s telephone system is...
The customer walked into Ken Adams’ store in Newburyport, Massachusetts and said she needed four typewriter ribbons – and needed them quickly. (Yes, some people still actually use typewriters :-)
Ken didn’t stock the ribbons but said he could order them. But because she needed them immediately, Ken suggested the customer try another store nearby. The customer thanked him and left.
Later that...
You may be as surprised as I was, with the results of this survey.
At the Genesys Telecom Lab’s G- Force customer conference, the head of marketing and business development revealed the fascinating results of the company’s Global Consumer Survey. 4500 Consumers were surveyed.
According to the findings, customers are open to cross-sell, but using different media based on the context and if the offer is...
What do you think? Do customers leave because they found a lower price elsewhere? This may surprise you..
According to marketing research, price is NOT the number one reason why customers leave.
Product dissatisfaction? According to a study by the Small Business Administration, that is actually the number two reason. Price ranked third and was the reason – according to the same SBA study – that 9%...
The Loyalty Factor
4 Tips When Notifying Customers of a Price Increase
Office Depot Overcharging?
Pirates in Your Office
Are You Contributing to Phone Rage?
A $15,000 Contract From Four Typewriter Ribbons
Clients Do Want To Hear From You
#1 Reason Why Customers Leave
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Ann Barr
757.463.0924
3419 Virginia Beach Blvd #201
Virginia Beach, VA 23452
Books By Ann Barr
