June 25, 2013, Forestville, CA – Technology has yielded some great communication tools, but as Michael Houlihan writes they are not relationship builders.
June 12, 2013 – The cliché goes: “We can learn from our mistakes.” And it is true, especially as it applies to customer service.
May 30, 2013 – A question I sometimes ask managers and salespeople when I speak at conferences is, "How much business do you think you may be leaving on the table with your existing customers?"
May 14, 2013 – Let’s admit it - when it comes to dealing with customers who are stressed, some jobs are easier than others. A masseuse working in a resort spa will have more pleasant customers than a lost luggage agent at a busy airport. If your customers are sitting in a chair at your hair salon, they’re likely to be more relaxed than if they were sitting in an examination chair in a dental office.
May 1, 2013 – It seems in our fast-paced, frenetic world, customers are now more tired, rushed, stressed, and downright fed-up. Here are five do’s and don’ts for calming cranky customer from Jeff Mowatt.
April 17, 2013 – Employee recognition is relatively cheap, yet it has a tremendously high payoff in terms of morale, reduction in staff turnover, and most importantly customer satisfaction. Jeff Mowatt offers strategies to implement in your business.
April 3, 2013 – Is what you do for a living perceived by potential customers as being a mere commodity; more or less the same as others in your profession? When that happens, customers revert to the easiest differentiator - price. Here are tips from Jeff Mowatt on how to set yourself apart from your competition.
March 7, 2013 – The vending and OCS industries are aging, and in terms of succession planning, the only option for many companies is selling. As web editor Stefanie Wallace writes, it's time to connect with a younger generation and make them as excited about these industries are you are.
March 7, 2013 – Today’s teens and young adults are from a completely different generation, and it can be challenging to relate to your under-20 employees. Here are seven ways to drive increased performance, engagement and contribution from your younger employees from Ken Whiting, creator of the WAVES University web-based employee training program.
Feb. 20, 2013 – Technology is changing the face of customer service. Traditional ways we used to interact with customers, win their trust, and keep them coming back are becoming irrelevant. Jeff Mowatt offers three of the most significant trends in customer service, and how you can position your business to capitalize rather than capsize in response.
Feb. 6, 2013 – As a manager or sales professional interested in boosting revenues, you've no doubt heard the expression, "selling is a numbers game." This makes sense in theory, but in the real world, Jeff Mowatt says this belief often reduces revenues.
Jan. 9, 2013 – When it comes to a manager's productivity, email is the silent killer. To demonstrate the impact of this, consider the productively of a successful business advisor who minimizes his use email, with this advice from Jeff Mowatt.
Sept. 12, 2012 - In order to excel in your work, in your life, or as a leader, you need to commit to continuous learning. Many leaders know this, but many more are missing the opportunities for powerful learning that could really help them get ahead on their goals.
February 7, 2012 - Leaders are change agents. It is impossible to lead people into an unknown future without knowing how to successfully introduce change. It has been said that the one constant in life is change, but why must it be so often, so soon?
December 28, 2011 - Which are you more likely to believe: a company representative telling you how great their product or service is, or a recommendation from another person about how it worked for them?
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