Tag: Robot

The Missing Component to Repeat Business: The Leave-Behind

The Missing Component to Repeat Business: The Leave-Behind

Generating repeat business is not that difficult once you understand the three basic components of any interaction. Each service transaction, whether it is face-to-face, over the phone or via a Web site can, and should, start or continue the customer on a journey of lifetime loyalty. In researching my new book, The Welcomer Edge: Unlocking …Continue Reading

To Generate Repeat Business, Helping Customers is at the Heart of Any Interaction

To Generate Repeat Business, Helping Customers is at the Heart of Any Interaction

Customers want to feel that frontline associates are doing their best to help them find what they need. Customer service is all about helping people. In my new book, The Welcomer Edge: Unlocking the Secrets to Repeat Business, I found and interviewed hundreds of ‘Welcomers’, those associates that see the customer as a person first, …Continue Reading

Repeat Business Starts with ‘the Greet’

Repeat Business Starts with ‘the Greet’

In any interaction, whether it’s a visit to a retail store, a call to a contact center or the click of a mouse to view an e-commerce site, “the Greet” is the first step to creating a personal connection with a customer. In my new book, The Welcomer Edge: Unlocking the Secrets to Repeat Business, …Continue Reading

The Welcomer Edge: Unlocking the Secrets to Repeat Business

It has always frustrated me that so many businesses which could be great successes struggle because they don’t understand a few basic principals about sales and customer service. My years of studying consumer behavior have reinforced my view that many companies could double revenues and increase profits dramatically by understanding that people are what make …Continue Reading