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J.C. Penney will not survive for very long because of the following 3 reasons. First, a retailer cannot lose as many customers as they have and expect to win them back anytime soon.

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This story is making the rounds on Facebook. Regardless of the validity of the story it shows how much customer service staff are in the line of fire for events that they did not cause.

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Gone are the times when it didn’t matter so much if a few customers got upset or had issues.

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I am reminded of this so often in business and life, yet we all seem to forget the lesson. On Friday I went to a store to purchase an item of a significant sum. There was only the shop demo item available. I asked if they could detach the item from the shelf and if I could purchase it.

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Having worked in retail for years and having the importance of good customer service being drilled into me I found it satisfying and very disappointing when I went on a shopping trip with my wife to look at things we will need for our baby.

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Ok – a strange title for an article however an important statistic to remember. Especially if you have the desire to become the best at what you do and shine above your competition.

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Why do buyers often introduce ‘irritants’ like arranging for your competitors to be visiting them just before or after you so you pass in reception, or saying they just had a comparative quote 10% lower than yours?

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‘You’re a dumb b*$#@%d’ one of your best customers yells down the phone. Your stomach churns, you get that sinking feeling and …

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Twenty years ago, we used to say that if a customer had a bad experience with a company, they would tell ten people.

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Complaining is negative personal branding: you help create your own negative image by whining. Yessirree. This also means that positive branding occurs when you are shining the white feathery light of upliftiness.

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Once you set a precedent with the client that its okay to ring you out of hours to talk business or deal with an issue it becomes almost impossible to change and the client will end up abusing it.

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Do you remember when Toyota was having some issues with the Prius? I don’t know for sure how many problems people had with their cars before the media eventually broke the story, but I would venture to say it was a fairly large number.

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Whenever I share the basic concept of “people love to buy, but they hate to be sold” small business owners always agree with it. But when you look at how the majority of small businesses go to the market and sell their products and services, they are always selling. Is this stupid behavior, or just because you don’t know any better?

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When I coach clients to work towards expanding your current client relationships, I always want you to ask some variation of this question. The goal of the question is to continuously work towards improving the relationship and making sure you’re on the same page with your clients.

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Wells Fargo is likely the “great bank” among the big ones, with the highest integrity and the lowest tolerance for bad banking practices among the bigs. But if my experience is typical as I believe it is, that should scare us all.

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Atum, an IT hosting provider from Toronto, must be doing something right. They have currently a 100% customer retention rate that often leads to questions of how exactly they are able to have such a rare percentage.

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There has been a lot of talk lately about trying to balance the cost-effectiveness of an automated IVR system with the responsiveness of a live call center. Customer dissatisfaction has been growing at alarming rates in the last few years, …

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It’s common sense — serving your most valuable customers well is basic good business because attracting new customers costs, on average, five to eight times more than retaining old ones.

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