Greetings matter

ATT, the telephone service, has a rule that a customer coming in the door must be greeted within 10 seconds and within 10 feet of the entrance. It’s something ATT has committed itself to—the proper way to greet a customer—because the research shows that the...

You could win customers and loyalty with 7 simple steps

In this article from Inc.com, the author provides seven small gestures that can go a long way toward winning new customers.   His ideas can be broken down into just a few things to keep in mind if customer service and customer loyalty are important to your business....

Two points of view on any business transaction

Any interaction between an organization or business and the people who use their product or services can be thought of as a “customer experience” and, according to one expert in this article, shouldn’t be overlooked. In short, a business needs to know what it KNOWS...

Use mystery shopping to improve employee performance

One way to ensure that your employees are interacting with customers the way you want them to be is to start a mystery shopping program to gain the customer’s perspective. This article by Tom Brown states that mystery shopping can free you, the company owner, from...