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Do Your Customers Trust You?

It is a question not often formally asked of customers. The response to this question is assumed. “Customers trust us. Why else would they do business with us?” However, it is a question you should consider asking your customers based on our experiences. Their responses may surprise you and may also make a difference to your company’s bottom (and top) line.

Trust and Loyalty: What’s The Connection?

Intuitively, managers know that it is better to have customers that trust them more than less. Since trust, we think, is derived from experiences customers have with a supplier, I want to identify those areas that are critical to enhancing the level of a customer’s trust in your company.

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How to Respond Effectively to Success

If you found yourself scratching your head about the title of this post, you aren’t alone.  We often hear so much about how to respond effectively to our mistakes and failures but rarely do we hear about what we should do when we succeed.  Yet responding effectively to one success can greatly improve our odds of securing another.

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How “Underdogs” Can Use Weaknesses to Win

If your business has weaknesses which are hard to change, don’t try to wish them away.  Instead, use them to clarify and fuel your game plan for success.

Some of your weaknesses may have the potential to be used as strengths, and the rest can be used to sharpen your focus and lull your competitors into a false sense of superiority.

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A Business Tip from Nature: How to Stay in Touch with Customers as You Grow

If your company is growing, congratulations!  That’s great news.  Now, here’s the bad news: your business may be becoming less connected with your customers with every sale you make.

Here’s why and what to do about it:

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A Good Job Goes Both Ways in Customer Service

When we interview a customer in as part of our ServiceConnect process and the customer calls out an individual or department for exemplary customer service, it gets flagged as a "Good Job."  An email gets sent to the client to bring awareness to the employee's performance.  We know from client feedback that employees love the recognition, especially since it is unsolicited. 

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A Customer Service Surprise in Healthcare

It is easy to write about the unimpressive customer service experiences as subpar customer service is more the norm than the exception.  In this post, I would like to share a customer service experience that was quite pleasant even though the situation in which it was delivered is not where you typically find great service, healthcare.

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The Basics of Improving B2B Customer Experience

Through the work we are doing with ServiceConnect, we are learning what I think are “givens” that are essential to improving customer service. I want to discuss the more critical points that are essential to improving customer service in this post.

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B2B Customer Service is a Building Process

Happy Fourth of July from everyone at The Daniel Group! It’s been difficult to find things to write about lately.  Other things seem to be dominating the business headlines and none of it seems very positive.  So I have decided to break from the norm and come up with some semi-original content.

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Getting Customers Off the Fence

Since 2005, we have provided a transactional survey process, ServiceConnect, to our clients.  Most of the clients are Caterpillar dealers.  One of the biggest challenges they have faced is the Passive customer (i.e. the customer who gives a 7 or 8 on the willingness to refer or Net Promoter Score question).  Over the past year several dealers have made significant improvements in moving Passive customers to the Promoter category.  I interviewed one client CEO about what they did and he had a simple response. 

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The Value of A Trusting Customer

Several years ago, our firm did a research project for a client.  They wanted to better understand how they could improve their service and create a more trusting customer.  We wrote a white paper about this project.  While the details are disguised, the messages have not.  Let me share a few of the things we discovered. 

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