Refunds suck. Plainly put, they hurt your cash flow and can potentially cause a major bout of self doubt. No small business wants to believe that the products or services they sell are ever less than stellar. So when you get the dreaded e-mail or phone call asking for a refund, you very well may find yourself questioning everything single thing you do. But, when a customer requests a refund or exchange -- it can be a good thing. There are several ways to use these opportunities to your advantage. Unwritten Laws of Customer Service Generally, customers will request a refund if they...


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When Dave emailed Ocean Marketing, a California based marketing consultancy, to ask for a status update on a recent order, it began what is arguably the worst example of customer service ever. And just when you think things couldn't get worse ... they did. The story behind one customer's ill-fated customer service experience is a cautionary tale for small businesses everywhere. When you decide to outsource marketing, or various business functions, every small business hopes for the very best. But, should you also be prepared for the very worst? The Biggest PR Fail Ever N-Control, a Miami-based...


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Do your customers adore you? If so, you must be doing something right. Do you have a customer retention strategy in place or goals to improve customer loyalty? It's one thing to acquire new customers, but it's entirely another thing to keep them coming back for more. We've asked some of the nation's leading entrepreneurs to share proven tips to help you nurture customer relationships and leverage proven customer relationship management (CRM) tactics. Here are seven CRM tips that can help you 'woo' your customers and turn them into your biggest fans. 1. Keep it simple. The mistake that...


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How do customers feel about their experience with your company? Have you solved a difficult problem or let your best clientele know how much you value their business? It’s no surprise that customer experience is a high priority for consumers. Studies indicate that 60% of customers often or always pay more for a better experience. Also, happy customers who get their issue resolved tell 4 to 6 people about it. It’s no wonder that companies with strong capabilities for delivering superior customer experiences are outperforming their competition (Customer Service Statistics). We’ve all been...


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How do you handle grumpy, ranting customers? While some entrepreneurs believe that the customer is king, others aren’t yet sold on the idea that the customer is always right – even when they are dead wrong. But the facts are, a dissatisfied consumer decides to tell between 9 and 15 people about their experience and 13% of dissatisfied customers tell more than 20 people. (Source: White House Office of Consumer Affairs) Research also suggests that, attracting a new customer costs 5 times as much as keeping an existing one. (Source: Lee Resource Inc.) Given numerous studies insist that the better...


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More business [revenue] is lost every year through neglect than through any other cause. One of the fastest ways to fan the fire is to be unresponsive and aloof to customer needs. In contrast, one way to maximize momentum in your business is to appreciate, empower and leverage your most prized assets – satisfied customers.  A growing and successful business will undoubtedly experience the rants and raves of satisfied – and unsatisfied – customers. One of the most neglected areas of businesses is adequate and intelligent Customer Service. The age old adage is true – ‘Customer Is King.’...


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Finding a CRM (Customer Relationship Management) system can be daunting for entrepreneurs, small or midsized businesses. While there are a multitude of available applications -- many seem to have their own technology issues and hiccups. The quest for a simple and efficient app to improve operations leaves even the most seasoned entrepreneur - in a frenzy. As your business grows, CRM will become an important tool to manage customer interactions, nurture current customers and serve newly acquired customers. Unfortunately, many businesses leave this ‘profitable’ stone unturned. CRM is a company-wide...


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Customer Service has become increasingly important as technology bridges the gap and digital touch points grow in every organization. As an entrepreneur you have an extreme field advantage – the ability to course correct, maintain flexibility and stay agile as your business and customer interactions grow. Everyone understands the value of great customer service and the pain points associated with lackluster experiences. I recently received rave reviews from a client that we serviced a year ago. Customers like this make your efforts extremely worthwhile and rewarding. As a business owner, prioritize...


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