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CUSTOMER LOYALTY AND RETENTION PRIMER by Lynn Thomas In todays highly competitive marketplace, customer retention is a critical success factor. IIAAs Best Practices lists i...
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CUSTOMER LOYALTY AND RETENTION PRIMER by Lynn Thomas In todays highly competitive marketplace, customer retention is a critical success factor. IIAAs Best Practices lists i...
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CUSTOMER SATISFACTION by Mary Beth Bolen Common wisdom has it that nearly 70% of customers who leave to do business elsewhere do so because the personnel they deal with are indifferent to thei...
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CUSTOMER SATISFACTION? GO BEYOND THE EXPECTED by Emily Huling Remember the best sales experience you had as a consumer? It may have been having your car serviced-that's what mine was (at...
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CUSTOMER SERVICE, MICKEY MOUSE STYLE by Karen Flaherty Ask most agency owners what distinguishes their firm from the competition and the answer is almost always, 'We give the best service.' Ye...
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CUSTOMER SERVICE: ACCENTUATE THE POSITIVE by Patricia Czech No doubt, you've heard of the 3-11 Customer Rule. It holds that a happy customer will recommend your business to three peop...
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CUSTOMER SERVICE: ACTIONS SPEAK LOUDER THAN WORDS by Jack Burke I recently attended a city council meeting in Hollister, Missouri, a sister city to Branson. I attended in order to support...
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With e-mail we're limited to words. Another challenge is that we can never be certain that the person with whom we think we're corresponding is actually the person they say they are. Mike Manes shares a lesson he learned about poor customer service.
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CUSTOMER SERVICE: BEWARE THE BUREAUCRATIC TRAP! by Jack Burke Self-imposed rules and regulations can often rule, rather than serve, our relationships with customers. In this document, ...
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CUSTOMER SERVICE: THE AGENCY STAFF SURVEY by Preston Diamond Find out if your CSRs are willing and able to provide quality client service. If you can't service your curre...