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Branded Email: Email Branding is the Next Generation of Email
All You Need is Branded Email Or Always Branded Email There to Remind MeFor the past 75 years, almost every form of popular communication has transformed from black and white to color. Newspapers, television, and computers are only a few examples. (Well, some computers went from green and white to color…)That leaves this question: Why hasn’t everyday email communication done the same? Think about it this way – your company probably spends quite a bit of money on building brand image. Billboards, newspaper ads, radio ads, jingles, TV commercials, logo creation, business cards, corpo

omer is always right"?

3.) Toss the scripts. Giving customer service people lists of things to say to unhappy customers turns your people into nothing more than robots. With today’s voice recognition technology, you may as well use an automated response system.

Train your customer service people how to act like human beings. Provide them with the kind of conflict-resolution training they need to turn unhappy customers into people who at least believe your company cares about their problem and wants to help them.

4.) Offer incentives to customer service people who retain unhappy customers.

For example, tape your calls, and once a month give an award to the customer service representative who does the best job turning angry customers into happy ones.

5.) Don’t’ wait for the customer to insist on speaking to a manager. If the customer service representative’s authority to offer a solution is not enough to re

Personalized Postage Stamps
A personalized stamp is a postage stamp to which a member of the community or some non-governmental entity can add a picture or photograph. This concept was initiated by the United States, on trial basis, for about six weeks.Since, its inception, personalized stamps were declared a success and an estimated 100,000 sheets or 2 million individual stamps were ordered in the first few weeks of the market test. The stamps that were produced during those weeks remain valid, according to some companies.Unfortunately, certain individuals pushed the scheme to its limits and personalized postage stamps were banned.

It never fails to amaze me how many companies have employees who are empowered to offer former customers wonderful incentives to lure them back, yet their customer service representatives have the ability to offer virtually nothing to convince an unhappy customer to stay.

Powerless, these CSRs often actually ignore customers’ requests and declarations of their intent to leave, even encouraging them to seek out another company!

They often repeat the few phrases they’re allowed to say over and over again, further infuriating the customers.

I recently interviewed the CEO of a mattress company who told me that customer complaints never reach him because his employees are empowered to, within reason, give the customer what will keep him happy. His employees are happier too because they believe the company trusts them to make sound decision.

Sadly, that company is one-in-a-million today. If others would follow his example, there would a lot less need for those employees who call former customers because there would be far fewer former customers to begin with.

When I worked in fast food as a teenager, giving an unhappy customer a free apple turnover and having her leave happy was common place. Today, fast food employees, like others in customer service, are allowed to honor only coupons and deals for which there are pre-programmed keys on their registers.

It seems that companies today would rather lose loyal customers for life than allow their foot soldiers in customer service to toss them an apple pie.

Recently, we had just such as experience with our satellite dish company. After more than four years as a loyal, paying customer, we noticed a problem with our reception. We asked to have someone come take a look at it, and we were told it would be $100. That is the only option customer service was empowered to offer. We announced that we could get brand new satellite equipment for free from the company’s competitor, and we were told to go ahead and switch, which we did.

After we switched, the first company called to ask why we left, and we told our story. The employee agreed that "after four years, we should have fixed it for free." Too late. We’ve signed a new one-year agreement and we couldn’t be happier with our new, free digital video recorder.

On the flip side, we have no unresolved customer complaints at our business because, very simply, we do our best to keep our customers happy from the beginning. Sure, we make mistakes and we run out of things, but we always do what it takes to make things right, plus a little extra something for the customer. That attitude builds long-time, successful customer relationships. Here are some tips for empowering your customer service department:

1.) Depending on the nature of the complaint, arm your customer service employees with the ability to offer incentives to unhappy customers to encourage them not to leave. Allow them to offer at least half what the people who call former customers can offer.

For example, if you normally charge for a service call, but you’re facing the prospect of losing a 10-year customer, allow the customer service representative to offer half off.

2.) If your company screwed up, and your customer calls you on it, allow your customer service people to admit that a mistake was made, apologize and offer something to make up for it – a free month of service, a coupon for a discount on a future order.

Nothing is more aggravating than having someone apologize without admitting any wrong doing (i.e. "I’m sorry you feel that way." Or "I’m sorry you’re upset about that.") Let them say, "I’m sorry, we were wrong. What can we do to make it up to you?" What ever happened to the motto "The customer is always right"?

4.) Offer incentives to customer service people who retain unhappy customers.

For example, tape your calls, and once a month give an award to the customer service representative who does the best job turning angry customers into happy ones.

5.) Don’t’ wait for the customer to insist on speaking to a manager. If the customer service representative’s authority to offer a solution is not enough to ret

A Guide To Finding CD DVD Replication and Packaging
We have come a long way from the time when only professionals could replicate CDs and DVDs. With the advent of blank media and the technology to duplicate it or burn it, almost anyone can now make their own CD. The ability to place digital media on a disc has changed how we both use and view this type of media today. It has taken only a few years for CDs to take over the spot once exclusively held by cassettes. Video and music cassettes are becoming dinosaurs before our very eyes. In time, our children may even view them like we used to view vinyl records and 8-tracks!But where do you find CD and DVD replication

ample, there would a lot less need for those employees who call former customers because there would be far fewer former customers to begin with.

It seems that companies today would rather lose loyal customers for life than allow their foot soldiers in customer service to toss them an apple pie.

For example, if you normally charge for a service call, but you’re facing the prospect of losing a 10-year customer, allow the customer service representative to offer half off.

4.) Offer incentives to customer service people who retain unhappy customers.

For example, tape your calls, and once a month give an award to the customer service representative who does the best job turning angry customers into happy ones.

5.) Don’t’ wait for the customer to insist on speaking to a manager. If the customer service representative’s authority to offer a solution is not enough to re

Wealthiest 10% of Americans Name Top Quality Brands for 8 Products in New Survey
The seventh in a continuing series of twice-yearly surveys by The American Affluence Research Center (AARC) reveals the brands considered to have the highest quality, regardless of price, by the wealthiest 10% of Americans, the 11 million households representing about half of all consumer income and spending, a third of the total US economy, and 70% of the personal wealth of Americans.Just released, the AARC report, The Luxury Market: Spring 2005 Survey of Affluent Americans, shows the affluent named Rolex, Cartier, and Tag Heuer as the top three brands for quality, regardless of price, for lady’s fine watches. F

d that we could get brand new satellite equipment for free from the company’s competitor, and we were told to go ahead and switch, which we did.

For example, if you normally charge for a service call, but you’re facing the prospect of losing a 10-year customer, allow the customer service representative to offer half off.

4.) Offer incentives to customer service people who retain unhappy customers.

For example, tape your calls, and once a month give an award to the customer service representative who does the best job turning angry customers into happy ones.

5.) Don’t’ wait for the customer to insist on speaking to a manager. If the customer service representative’s authority to offer a solution is not enough to re

Do Looks Count?
Do looks count when searching for a new job?It’s human nature (to a certain extent anyways) for people to be influenced one way or the other by the appearance of other people.As far as whether or not a good looking person has a better chance of getting the job…well, we’re all born the way we are and there isn’t much we can do to change that.Besides, I’m not sure I’d really want to work for a company that chooses it’s employees based on their looks.In an interview setting, certainly the way you dress and appear in person can have an impact on whether or not you are perceived by the interviewer

customer service employees with the ability to offer incentives to unhappy customers to encourage them not to leave. Allow them to offer at least half what the people who call former customers can offer.

For example, if you normally charge for a service call, but you’re facing the prospect of losing a 10-year customer, allow the customer service representative to offer half off.

4.) Offer incentives to customer service people who retain unhappy customers.

For example, tape your calls, and once a month give an award to the customer service representative who does the best job turning angry customers into happy ones.

5.) Don’t’ wait for the customer to insist on speaking to a manager. If the customer service representative’s authority to offer a solution is not enough to re

Fun At Work Leads to More Success
Common sense at work: Such qualities as loyalty, energy, intelligence and hard work are certain to be in any consensus of what it takes to build a successful career.“However, there’s another essential ingredient that is too often overlooked,” says Ramon Greenwood, senior career counselor at www.CommonSenseAtWork.com> “That is having fun on the job.”In fact, most of us are downright ambivalent when it comes to the subject of fun on the job and taking leisure time away from work. It is easy to argue both sides of the issue.You’ve heard the axiom, “All work and no play makes Jack a dull bo

omer is always right"?

4.) Offer incentives to customer service people who retain unhappy customers.

For example, tape your calls, and once a month give an award to the customer service representative who does the best job turning angry customers into happy ones.

5.) Don’t’ wait for the customer to insist on speaking to a manager. If the customer service representative’s authority to offer a solution is not enough to retain the customer, it should be SOP for the representative to request time to consult a supervisor and possibly bring them into the discussion.

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Your customer sees a marvelous array of products on your website. After thoughtful consideration, she purchases the product she wants. Amazingly, you have never actually seen the product. That is because your supplier shipped the order directly to her.

Logo must be unique, simple and have a strong character. The basic idea could be anything as long as related to the company. It could be the product, main business core, the philosophy, the background, geographic, vision or mission, etc.

Now more than ever you need to take charge of your career! Lifelong employment is a thing of the past, and with flatter organizations, there are fewer promotional opportunities. Our work environments are rapidly changing, therefore employees need to own their development and actively manage their career. This article outlines how to assess your career, set a career goal, and develop a plan to reach your goal.

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