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Whether we like it or not, business these days revolves around the use of credit or debit accounts and if you're involved in e-commerce you have to address this situation. Read More

An upset customer calls to complain about a product or service, and you’re caught completely off guard. How do you react? According to Maribeth Kuzmeski, author of The Connectors: How the World’s Most Successful Businesspeople Build Relationships and Win Clients for Life, you can use this opportunity to truly connect with your customer and build customer loyalty. Read More

New Federal Trade Commission guidelines regarding the use of customer testimonials and endorsements in advertising will start December 1, 2009. Read More

Focus on Customer Excellence, Sustainability, and Quality and mean it! Over the last decade retailers like Wal-Mart have evaporated margins, chased away U.S. manufacturing and brainwashed the consumer to believe that cheap is good regardless of quality or service. Read More

If you're not getting the response you think you should be getting, look at the offer first. The strategic process in old-fashioned Direct Marketing is matching up the right list with the right offer— segmenting the list into micro-segments (or “splits”), and tailoring specialized offers to make the offer more relevant. Read More

We've all heard the horror stories of difficult clients. Anyone offering client services has been there. Here are six common “bad client” archetypes that can impede your success. After the definition of each client type, I've listed some possible tactics you can use to tame those wild beasts in your client roster. Read More

According to Guy Maser, senior VP of marketing for GlobalSpec, it takes more than a good product or service to ensure a successful customer retention program and foster healthy long-term customer relationships. You must also pay attention to your customers' needs and meet them. Remember, customers will jump ship given any slight, perceived or real Read More

This blog post discusses how to turn satisfied customers into true fans using social media tools, customer service above and beyond, and consistency, among other things... Read More

FuelNet presents a case study on how the owner of an independent film company generated buzz for a new movie through social media. Read More

Every small business wants new customers, but when is it time to draw the line and cut loose a problematic client? Save the drama for the stage by reading this rundown of the 80-20 rule and brief code red client description... Read More