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4 Questions You Must Answer To Give Great Customer Service
About 2 months ago, my local Starbucks hired a young woman who exemplifies strong customer service. Unfortunately most of her colleagues don’t. The major difference between her and them is she smiles,...
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Do You Serve Your Customers Like This?
When we think about customer service, we often think about what happens inside the business, on the phone, or through a website. But one of my marketing coaching clients, Rick Longnecker of Buds and...
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Is Your Team Undercutting Your Marketing?
On Saturday my wife told me we’d never hire a particular moving company because of the way she said one of their teams was handling someone’s stuff. She saw the team as she was walking one day. She...
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Why Customers Stick Or Leave
You’ve heard it before. It costs more money to get new customers than to keep current ones. And while we’ve all heard this truth, so many businesses lose customers hand over foot because of poor...
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Easy Ways to Serve Customers Using Social Media
Marketing doesn’t stop once the first transaction with a customer is complete. Actually, it’s just begun. The ability to stay in touch and nurture long-term relationships is a top benefit of social...
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How this unexpected business may out serve you
Last Wednesday we spent the afternoon in Washington, D.C. Normally we would have driven, but since it was New Year’s Day and most people had the day off we drove. Photo by Images of Money / Flickr...
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The say-do gap that will sink your business and 4 questions to help plug it.
A little over a year ago, we moved across town to a neighborhood near a popular shopping center. It’s great because I can just walk one block to get pastries, my hair cut, groceries and to the dry...
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Open letter to McDonald’s about kicking out elderly couple
Dear McDonald’s leadership, This week a story broke about an elderly couple being told to leave a McDonald’s in Culpepper, Va., for apparently “sitting too long,” and so that an employee could clean...
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A powerful branding lesson from Zig Ziglar
“You are what you are and you are where you are because of what has gone into your mind. You change what you are and you change where you are by changing what goes into your mind.” ― Zig Ziglar Photo...
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How to use marketing to create raving fans. Entrepreneurs struggle with #2.
Do you mainly think of marketing as just a way to get customers? Au contraire, my friend! That’s just one-third of what effective marketing does for you. Two weeks ago, I unpacked the exact steps to...
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