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Customer Service Principles Learned from a Dentist

Not many of us look forward to visiting the dentist, but it bears witness that those who ignore their teeth, eventually their teeth go away. Of course, notwithstanding anything to the contrary, dentists, along with their expertise to keep our smiles...

Posted June 8, 2013    

Customer Service Agents are Also Sales People

Although a customer service agent might be overheard saying they prefer to be in the background when it comes to sales positions, the talents of customer service representatives also take a paramount position in successful sales and marketing. The...

Posted September 22, 2012    

Work on customer loyalty to build business

There’s more to sustaining and building a business than just providing products or services. Our competitors are always within inches of grabbing our customers and clients with a better presentation, a better product, or a better service. It’s not...

Posted September 18, 2012    

Small businesses and the importance of outstanding customer service

Although it is very convenient to shop online, many customers still enjoy the experience of touching merchandise and browsing in a brick and mortar store; hence the popularity of small neighborhood businesses. There are few things more pleasing to...

Posted August 9, 2012    

Book Review: Roadmap to Revenue

I just finished reading Roadmap to Revenue: How To Sell The Way Your Customers Want To Buy (Amazon.com link). The book was written by Kristin Zhivago, a Revenue Coach and worldwide speaker who helps CEOs and entrepreneurs understand what customers...

Posted July 18, 2012    

Take Lessons from the Leaders in Customer Service

If I have a problem with Comcast, I am obligated to call their toll-free number and begin the maze of selecting the right option. When I finally arrive at choice #3 I am then instructed to hold on for the next available agent who will assist me with...

Posted May 21, 2012    

Building a Business Culture to Deliver the Best Customer Service

A strong business culture that is aligned with superior business goals outperforms their competitors by light years. These are the organizations who have figured out how to delight their customers and even make them smile. After all isn’t the Zappos...

Posted May 15, 2012    

How to Keep Your Customers from Leaving You

A surprisingly high statistic from the Research Institute of America (RIA) states an average business will never hear a word from 96 percent of their unhappy customers whose complaints  range from poor service, rudeness, to discourteous...

Posted May 8, 2012    

Book Review: The Welcomer Edge: Unlocking the Secrets to Repeat Business

I recently finished reading The Welcomer Edge: Unlocking the Secrets to Repeat Business by Richard R. Shapiro who is the founder and President of The Center For Client Retention (TCFCR). Mr. Shapiro’s organization provides research, training, and...

Posted April 24, 2012    

Sending Flowers and Customer Service

Mother’s Day is coming, and with that comes the busiest day of the year for florists. Many of us order our flowers over the phone or the Internet, and since holidays are a one shot deal when it comes to flowers being at their required destination on...

Posted April 11, 2012    

Social Marketing 101; Respond to Your Customers about Social Issues, Too

Does your organization have a Facebook page where a customer can either “Like” or become “Friends”? Nowadays businesses are either riding the social media train or stranded at the depot. Clients and customers love the personal touch and having the...

Posted April 5, 2012    

Medicare Forcing Hospitals to Improve their Customer Service

In the midst of arguments on the Affordable Health Care programs, it is interesting to delve into this year’s Medicare push for improved customer service in the hospital venue. Beginning in October, Medicare will hold one percent of their regular...

Posted March 29, 2012    

Home Builders Stepping up Customer Service in Tough Market

Here in sunny South Florida, real estate is booming again, but there are definitely new rules when it comes to new construction. Builders who have been lucky enough to survive the economic real estate plunge are slowly emerging again with new and...

Posted March 20, 2012    

What Customers Need to Do In Order to Get Companies to Listen to Their Complaints

Even nice customers get angry. It can happen to any organization, and figuring out the best ways to respond and satisfy your customers can mean loyalty and continued business. One of the common problems however, is getting a complaint satisfactorily...

Posted March 14, 2012    

Received lousy customer service? Complain about it on Gripevine

Beyond the long arms of social media where we frequently address our complaints to organizations that have “done us wrong,” enters another new kid in town who stretches beyond the 140 character Twitter or the full time media Facebook guru, and...

Posted March 7, 2012    

U.S. airlines improving customer service?

The trade industry organization Airlines for America has reported customer service for airlines  improving in three different areas. Travelers are always interested in improved customer service, so therefore any news in the airline industry is...

Posted February 20, 2012    

Does America Run on 'Dunkin’ Donuts'?

Brands Keys Customer Loyalty Engagement Index sets Dunkin’ Donuts as number one in customer loyalty for the coffee category. Second only to oil production, coffee is the largest commodity sold. The coffee category included ratings on consumer...

Posted February 8, 2012    

The Silent Exit of Poor Customer Service

Most customers who feel they have been the recipients of poor customer service will never vocalize their feelings to a particular organization. According to First Financial Training Services and the White House Office of Consumer Affairs, only four...

Posted January 25, 2012    

Best Buy Customer Service Still at Odds

Best Buy just can’t get it right, and customers continue to complain. Even the company’s promotion on used videos this weekend piled up consumer complaints as customers couldn’t find what they wanted in either the stores or online. To make matters...

Posted January 18, 2012    

Auto Insurance Companies Working on Their Customer Service Experiences

Automobile insurance companies are going all out to please their customers. Once upon a time we just called the insurance agent our parents dealt with for twenty years and gave them the information about our car and the amount of liability,...

Posted January 5, 2012    

 
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