Customer Management

Can Great Customer Service Overcome Technical SNAFU’s?

by Ivana Taylor June 15, 2011
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I’ve recently learned that moving digital property is almost as emotional as moving physical property. Over the last few days, I’ve been moving my web sites to a new server and this has been more of an emotional process than I had anticipated.   In some ways, leaving one web host was like breaking up [...]

Come Back Baby (Maybe…): How to Deal With Lost Customers

by Steve Wilkinghoff May 11, 2011
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Every business loses customers.  We all like to think we won’t; we all like to think our businesses are amazing enough – and provide enough value – that we won’t lose any customers. But the reality is – EVERY business does. Sometimes it’s our fault – maybe one of our processes or systems didn’t work and [...]

What You Should Never DO or SAY to a Customer

by Ivana Taylor April 10, 2011
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When you first build your business, you vow to treat your customers like gold.  But before you know it, you get busy servicing customers and growing.  Then you start feeling the pressure.  And in this pressure, you start behaving in a way that you would never recognize.  It’s a slippery slope that starts with one [...]

Try These 10 Strategies to Keep a Customer

by Ivana Taylor August 16, 2010

This article appeared on the AMEX Open Forum blog last week.   The idea for the article came out of my realizing that we spend a lot of time looking for creative ways to find and attract new customers, but often ignore doing the same thing with customers we already have.  We often get so [...]

Flip the Funnel Asks WHY We Focus on Prospects and Not on Customers

by Ivana Taylor July 3, 2010

If you’re a reluctant sales rep like me, then you already know how much MORE FUN it is to sell more stuff to existing customers than it is to get out there and find new customers, make nicey-nice, get them to like and trust you, get them to actually consider using your product and finally [...]

Find Your Competitive Advantage #1 – The Introduction

by Ivana Taylor August 30, 2009

This week’s book review on Small Business Trends is on “Creating Competitive Advantage” by Jaynie L. Smith.   You can see a summary of the book review as a feature video as well.  It’s one thing to read the book, get the principles and think that it’s a great idea, it’s quite another to sit [...]