5 Steps to Saying You're Sorry
It's a mistake to refuse an apology to angry customers. Here's how to get really good at saying 'I'm sorry.' Read more
Customers
Recent Customers Articles
How to Sell Using Voice Mail
Calling a decision-maker but getting voice mail again and again? Here's how to get the ball moving, even without a live conversation. Read more
Susan G. Komen: What to Do When a Good Cause Goes Bad
Cause marketing seems so simple... until it's not. How Susan G. Komen could have avoided a public relations disaster. Read more
4 Reasons to Fire a Client
Sometimes walking away is worth millions of dollars in lost revenue. Read more
Who Are Your A-list Customers?
Which customers should you be rolling out the red carpet for? Follow these three steps to identify the customers and prospects worth nurturing. Read more
Segments of One: Smarter Targeting for Your Customers
You already know how to divide your audience into broad groups. Now it's time to create unique individual targeting. Read more
How GoPro Measures Social Engagement
There are Friends, and there are Friends . Here's how one innovative company created its own rate-of-engagement score to keep track of online user-en... Read more
66 Things You Should Know About Your Customer
To prove they know their customers, all my salespeople must answer 66 questions about them. None are about which products they buy. Read more
Fix Your First Impression
The first place your customers meet you is online. So it's time for a spot check: Are you looking your best? Read more
When Did Being Nice Get So Complicated?
Giving back to the community is harder than it looks. What would you do in a situation like this? Read more
Tony Hsieh's Excellent Las Vegas Adventure
In which our hero, flush with $400 million from the sale of his company, attempts to reinvent his city, Zappos-style. Read more
Be Kind to Your Co-workers, Or Else
Squabbling and sniping can erode a team. But new research shows that when employees fight, customers get angry. Read more
Start a Killer Restaurant: 6 Tips
Advice from a white guy in Texas who became an award-winning sushi chef and restaurant owner. Read more
You Can Win Customers for Life
Looking to build strong relationships with your clients? Master their personal styles. Read more
What Drives Customer Loyalty Now?
It's time to put away the golf clubs and pull out Google Reader: Sales are no longer just about personal relationships. Read more
How I Became a Customer for Life
When my family was in crisis, one company came through for us. It changed my feelings about the company & about customer service in general. Read more
Reed Hastings: Last Year "Felt Bad"
As the Netflix CEO launched in the UK and Ireland, he said last year's pricing backlash put the focus back on consumers. Read more
What Does Your Company Look Like From the Outside?
Do you know how a client, prospect, potential hire, or member of the media really experiences your company? You need to find out now. Read more
Will That Prospect Buy From You?
Once trust is established, a potential customer is far more likely to buy. Read more
Busy Customer? 3 Tips For Getting in the Door
As a business owner, you don't have time to waste on unsuccessful prospecting to busy decision-makers. Here's how to get your message across more quickly. Read more
Entertaining a Customer? 10 Tricks to Make It Special
Take client entertaining to a whole new level by creating a memorable experience. Your clients will thank you for it. Read more
Best Way to Make Customers Forget Your Screw Up
Look for opportunities to show your customers the lengths to which you will go to deliver on your promise. Read more
Hey, Microsoft & Apple: Grow Up!
Outlook and the iPhone should work together seamlessly, but Apple and Microsoft refuse to stop squabbling. Read more
Beware of Sales Superstars
Some sales stars are master manipulators who can rack up big numbers--but at the cost of long-term growth. Read more
New Year's Advice: Don't Sell to Jerks
When you sell to people you truly can't stand, you make yourself less effective and hurt your sales growth. Read more
Pleasing the Socially Conscious Consumer
A shift in Gen Y customers' expectations mean businesses need to do more than just make money. Or does it? Read more
How Do You Define Customer Value?
Business owners sound off about determining customer value. Read more
5 Steps to Creating More Customer Value
By focusing efforts on your best customers, you can increase customer value and grow your business. Read more
The Real Value of Your Business
Measures like Price-Earnings Ratio and EBITDA multiples are just gross generalizations of the value of your business. Here's how to determine the real value. Read more
4 Steps for Calculating Customer Value
Understanding customer value is by far the most important factor when looking for ways to grow your business. Read more
Think of Your Customers as Employees
The Wired magazine founder offers a brain tickler for entrepreneurs by suggesting they involve customers more intimately in their businesses. Read more
The Single Best Way to Build Customer Loyalty
To create customers loyal enough to stand in line for you, start by earning the loyalty of your employees. And there's only one way to do that. Read more
Do You Like Your Customers?
If you don't, your business is never going to be more than a chore. And the first people to notice will be the ones who pay your bills. Read more
What Unredeemed Rewards Really Say About Your Business
When customers don't cash in those points or credits they are sending you a message about how disloyal they are. Read more
What You Can Learn from the Ritz-Carlton
When your employees are trained that the customer is always right, they will handle unexpected situations with the best customer service. Read more
