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What the heck, the phone's not ringing like it was this time last year, something must be up. In good times it's easy to get lazy and one of the first things to go is that genuine, I really appreciate your business and want to see how I can make your life better, approach to serving customers... Read More

It's tempting to stick with the sales techniques that have worked for us in the past, but going that extra mile beguiles customers, sparking new interest in what we have to offer. Read More

A simple lesson I learned from a Christmas tree salesman could turn your customers into a referral generating machine— Read More

Are there ways you can further strengthen your customer relationships, or do you think you already know everything there is to know about them? "Why" questions give you invaluable insight into the motives behind your customers' actions, letting you probe deeper into what really motivates them and what they truly value in doing business with yo Read More

Whether we like it or not, the current recession will separate the weak from the strong. For many businesses, I believe the deciding factor will be how well they recognize: The linchpin of an effective recessionary strategy is aggressive customer focus! Here are concrete suggestions on how you can recession-proof your business through better cust Read More

So what's the number one pet peeve? Businesses who are difficult to do business, especially when I am trying to PAY them! This is absolutely inexcusable, and I see it all the time. What do I mean by being difficult? Let me give you an example: Read More

Lots of companies try to unravel the secret of customer loyalty, assuming that when customers leave, it's because they were dissatisfied in some way. But it's not just a matter of satisfying customers: to keep them coming back, you must establish an emotional connection with them, too. Here's how to engage your customers. Read More

Research confirms what you've probably suspected: Buyers are deeply irrational beings. Studies show that even savvy buyers don't always make logical decisions about what they need and what's in their best interests; they often buy with their hearts first and their heads second. Here's how to effectively engage customers on an emotional level. Read More

Creating a customer signature experience isn't about your product or service touchpoint, it's about how your make your customers feel about themselves. Read More