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TRACKING COMPLIMENTS AND COMPLAINTS by Troy Campbell Customer satisfaction is subjective on the part of consumers. It is how they feel about you and the product or service you provide. The diff...
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TRAIN YOUR STAFF TO HANDLE PROBLEMS by Bill Cates Tell me if you agree with this statement; A relationship that has had a problem - that has been handled well - is a stro...
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Are you a trained or an untrained listener? Do you know the difference? This quiz by Lynn Thomas, based on her one-day workshop "Communication: The Essential Ingredient to Success," will help you to refine your listening skills.
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TRAINING TIPS by Karen Flaherty How to meet the challenges and opportunities of training a new employee. During your career as a CSR, youll be asked (probab...
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TRIAGE A BACKLOG REDUCTION PROGRAM by E. Al Diamond Backlogged work in an agency can kill productivity and profitability. As it snowballs out of control, you might think that yo...
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An agency valuation I completed recently came in considerably lower than the agency owners expected. The reason? Their balance sheet was very poor and they were materially out of trust: Meaning that their ratio of Accounts Receivable + Cash to Accounts Payable was less than 1. The agency principals were quite upset that I would decrease their value for this reason. They retorted, “We always pay our companies on time, our companies have never been hurt by this, our customers have never been hurt by this, and our CPA has never found fault with this practice. You're the only one who thinks it matters!”
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With all their limitations, warts, and crazy ideas, marketers can play a critical role in the success of your business. Unfortunately, they’re often overruled by management and, more often than not, by the sales department.
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TURNING COMPLAINTS INTO GOLD MINES by Lynn Thomas, JD Only one client is more detrimental to your organizations well-being than the dissatisfied one who complains - and that&...
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TWENTY CUSTOMER CARE ACTIONS THAT BUILD SALES by John Graham Its easy for just about anyone in business - including companies, salespeople, and marketers - o fa...
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TWO CLAIMS SCENARIOS SHOW VALUE OF ELECTRONIC PROCESSING by Sharon Cunningham If you have any doubt about your automation systems ability to improve your agencys claim...