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Keep Your Customers, my brand new book, is finally being published! Most authors announce their book by saying Buy Now! Today, I’m sending you the opposite message. DON’T buy my book. At least, don’t buy it yet. Here’s the deal. On April 14th, a full two years after I started writing, Keep Your Customers will officially
As a business leader, you’re probably processing a lot of information right now. At home, at work and in your community. It’s a LOT. First and foremost, I hope you and your family are doing well and that everyone is safe and healthy. That always comes first. That said, for many of us, business health
This post examines your survey results as the third part of a real-time, real-world case study of a company’s customer interaction. In Part I you heard a story about an unhappy customer, who felt let down by a company’s customer service interaction. The company lost the customer based on an unforced error. After the blog
A company response to an unhappy customer can determine the future of the relationship. Unhappy customers aren’t always a bad thing. All companies screw up from time to time. When companies apologize and fix their mistakes, customers can walk away feeling greater loyalty afterwards. The outcome depends on how customers feel in that interaction. Customers
It’s a challenge to grow your business. You’re tired of the endless sales grind. Sound familiar? Constantly having to get new customers can feel like running on a hamster wheel – going and going and getting nowhere. Imagine how much easier it will be when your existing customers tell everyone how much they appreciate you.
School is in session! And entrepreneurial leadership is today’s topic. This month I’ve been on the road, going back and forth from Indianapolis to Purdue University. For those of you who are not familiar with that particular stretch of I-65, that’s about a 70-mile drive. I can just hear you asking, “Hey Ali! Why the