Tag: b2b

When Planning Your Customer Retention Strategy: Think Small

When Planning Your Customer Retention Strategy: Think Small

Whether your business is B2B or B2C, the key to implementing a successful customer retention strategy is to Think Small, Think Personalized. The key is to understand that the strongest bond is between two people and people are what create a successful customer retention strategy. The other day I had a meeting with the president …Continue Reading

Retail Can Learn Valuable Lessons from B-to-B

Retail Can Learn Valuable Lessons from B-to-B

I began my career at ADP, the largest payroll processing company in the world. Our customers were not consumers, but other businesses. We had a large sales force spending long hours to acquire new accounts.  Immediately after a client signed on we had internal meetings to learn everything about the newest customer; its business history, …Continue Reading

10 Tips For Making Customers Feel Welcome

10 Tips For Making Customers Feel Welcome

Growing up, my dad owned a small retail neighborhood store. From the time I was ten I worked during the holiday season with my dad collecting money at the cash register. I had fun, but more than fun, I got an education. I watched my father interacting with his customers as they came through the …Continue Reading

How Do You Keep Business-to-Business Clients? Just Ask Them

How Do You Keep Business-to-Business Clients? Just Ask Them

Any consumer can decide to no longer purchase from a particular store or business at their whim.  Customers stop going to a restaurant or an apparel store without hesitation or remorse. Even cable TV and wireless contracts are being eliminated because of increased competition. However, often businesses that purchase products or services from other businesses …Continue Reading

Cost Cutting Can Be A Leading Indicator of Unhappy Customers

Filed in Blog, Customer Service by on October 31, 2012 0 Comments
Cost Cutting Can Be A Leading Indicator of Unhappy Customers

Many years ago, before I started my own business, I worked for a Fortune 100 company.  I had started as an account executive, ran a large contact center, was promoted to General Manager, and subsequently to VP of Customer Service and Client Retention. I learned many things over the years, but one of my most …Continue Reading