Make or Break Moments

JULY 9, 2010

So what does it take to be a computer business and stay a vibrant and valuable resource for 35 years in an industry that has had more changes than “Carter has liver pills?&# Putting himself in the shoes of his customers. is celebrating their 35th year in business. is celebrating their 35th year in business.

Customer Service 100

Customer Service 2009 2008 2010 100

Service Untitled

MARCH 4, 2009

Service Untitled The blog about customer service and the customer service experience. What interested me was how the importance of customer service varied in different industries. What have you noticed about service in countries besides the United States?

Customer Service 40

Customer Service Etiquette 2006 AT&T 40

Make or Break Moments

JULY 14, 2010

Will people forget that his ego seemed to shine brighter than his gifts to the industry? Make or break moments are those times when we have the opportunity to build a relationship with our customers or times when we do something that harms that relationship forever.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JULY 13, 2010

In Alan Alda’s book “Never Have Your Dog Stuffed… and other things I’ve learned,&# he talks about saying yes no matter what just to keep active in your industry. His example is saying yes to keep food on the table.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JULY 14, 2010

I belong to several; local groups with a variety of business types and industry specific groups for speakers, writers, customer service and HR professionals. We talk about CUSTOMER SERVICE but I didn’t see a group that dealt with the “relationships&# we have with customers.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JUNE 12, 2010

Here’s what I said: I believe if we use social media as a way to connect – then yes, it can build wonderful relationships; with industry leaders as well as our customers/prospects. The comments are interesting – some that agree and some that don’t.

Social Media 100

Social Media Customer Service 2009 2008 100

Make or Break Moments

APRIL 30, 2010

There are many uses for participating in social media, but for me – the best benefit is the ability to connect with our customers – or our potential customers. I have put together a Customer-Focus Social Media Strategy workbook that I offer FREE to help get you started.

Social Media 100

Social Media Customer Service 2009 2010 100

Make or Break Moments

JANUARY 7, 2010

Further investigation from CustServ’s blog led me to the article from Genesys that shares the details of the customer service survey of 16 countries. The article details the survey particulars (about 500 people per country surveyed), the worst hit industries, what ticked customers off and what set businesses apart.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

MARCH 15, 2010

We provided a great service at a good price-the best in out industry. Our service cost us more to provide and soon fewer people could afford it. ’s new book Peaks and Valleys. ’s new book Peaks and Valleys. Then our costs rose and the economy took a turn for the worse.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JANUARY 13, 2010

How often are we ungrateful of: Our customers when they have demands Our employees when they do something wrong Our boss when they ask too much Our industry when it doesn’t respond like we’d hoped The little things in life The economy is tough and we can find ourselves wallowing in the land of the ungrateful. Ungrateful.

Customer Service 100

Customer Service 2009 2008 2010 100

Make or Break Moments

JULY 1, 2010

Best selling author – noted speaker – he is a gem in the industry of marketing and social media. His THREE WORDS are a classic strategy to focus your year and I’m a big fan! This all happened because Sheila GAVE me a high compliment with a recommendation.

Customer Service 100

Customer Service 2009 Social Media 2008 100

Make or Break Moments

MAY 7, 2010

Back then, the marketing industry was abuzz about how citizen marketers were changing the landscape, whereas the second two editions have revolved primarily around the growing field of social media and how its methodologies have affected marketing as a whole. Within seven days they had commitments from 103.

Social Media 100

Social Media Customer Service 2009 2008 100

Make or Break Moments

MAY 11, 2010

I am a customer service trainer, and in training I reiterate the importance of the customer relationship. In this day and age, customer service falls by the wayside, but I like how you focus on the whole relationship, instead of just a customer transaction. People loved that.

Customer Service 100

Customer Service 2009 2008 2010 100

The Small Business Blog

JANUARY 24, 2010

Look for someone with expertise in your industry so they will already know the relevant issues. do cost cutting do credit control do customer service export find funding grow your business handle problems keep data safe lower overheads manage your time market and sell motivate your staff not to do it!

Mentoring 100

Mentoring 2007 2008 2006 100

The Small Business Blog

JUNE 20, 2010

Try to learn a bit about the industry that your prospective business customer works in so you don’t look out of your depth. do cost cutting do credit control do customer service export find funding grow your business handle problems keep data safe lower overheads manage your time market and sell motivate your staff not to do it!

2007 100

2007 2008 2006 2009 100

The Small Business Blog

NOVEMBER 8, 2009

5 tips for Sourcing Employee Training for Small Businesses by Stefan Töpfer on Nov 09, 2009 The top 5 tips weekly post is always full of hints and tips for small, home & micro business owners. » « Previous Entries This entry was posted on Monday, November 9th, 2009 at 7:00 am and is filed under Business Checklists.

Training 100

Training 2007 2008 2009 100

The Small Business Blog

JANUARY 31, 2010

Research the going rate for CEOs in your industry. This is especially true in the construction industry during the slow times of the year Bosco Said on February 20th, 2010 at 8:26 am Its a great tips for us ,and i love this blog,so many informative tips,thanks Stefan. Learn about how your company structure affects pay.

2007 100

2007 2008 2006 2009 100

The Small Business Blog

JANUARY 13, 2010

Not surprisingly this group includes mentors within his own industry, but what is unique about Scudamore is that some of these mentors run the businesses he competes against every day. Working in tandem with your competitors has benefits in addition to getting a good beat to what’s happening in your industry. Think airline alliances.

Collaborate 100

Collaborate 2007 2010 2008 100

The Small Business Blog

DECEMBER 20, 2009

Top 5 Tips on Making Big Changes by Stefan Töpfer on Dec 21, 2009 The top 5 tips weekly post is always full of hints and tips for small, home & micro business owners. Martin Russell Said on December 26th, 2009 at 9:26 am I would say that usually BIG changes shouldn’t be creative ones. In fact, you should welcome it.

2007 100

2007 2008 2009 2006 100

Service Untitled

JUNE 14, 2011

million complaints against North American businesses last year; up 10 percent from 2009. So why are so many people so dissatisfied with customer service ? Jack Abelson, a retail industry consultant called customer service “abominable.&# On the phone, customer service is even more frustrating.

Customer Service 40

Customer Service Phones Budget 2009 40

The Small Business Blog

FEBRUARY 2, 2009

by Stefan Töpfer on Feb 02, 2009 Much has been made in the last few days about the problems surrounding Sage Live , the online accounting software service for small business from Sage Group PLC (LSE:SGE). » « Previous Entries This entry was posted on Monday, February 2nd, 2009 at 7:08 pm and is filed under Comments.

2009 100

2009 2007 2008 2006 100

The Small Business Blog

FEBRUARY 28, 2010

It is such an important point that you make about gaining testimonials from your first customers, but I also think those customers should be asked about their contacts in their industry and see if you can sell to their contacts. An excellent way for quick growth – recommendations! Digg Furl Netscape Yahoo!

2007 100

2007 2008 2006 2009 100

The Small Business Blog

MARCH 11, 2008

Establishing a professional looking portfolio website to showcase your previous work will be the main way in which you will attract customers. Skills needed: Experience is the key to success in this industry. Kind regards, Elaine Henry Baker Said on February 12th, 2009 at 10:37 pm Great post as always Stefan.

UPS 100

UPS 2008 2007 2006 100

The Small Business Blog

NOVEMBER 23, 2009

Small Business World News Round-up – 209/11/24 by Stefan Töpfer on Nov 24, 2009 Here is this week’s news round-up for home business, micro business, sole-traders, freelancers, self-employed and any one who is interested in small business news from around the world. 2010 may be no better.

UPS 100

UPS 2007 2008 2009 100

Service Untitled

DECEMBER 27, 2010

Paul Stockford, president of Saddletree Research, an organization that gauges industry change trends, notes that the changes of customer experience management will continue an upward movement in social channels. For instance, the power of the media can cause a singular customer experience to “go viral.&# At a local.

Social Media 40

Social Media Customer Service 2008 2009 40

The Small Business Blog

JANUARY 20, 2010

RSS Feeds deliver timely updates from your favourite websites and blogs and can help you keep abreast of what others are saying in your industry. Thanks to the internet gathering competitive intelligence has never been easier. based on your choice of query or topic. Digg Furl Netscape Yahoo!

2007 100

2007 2008 2010 2006 100

The Small Business Blog

NOVEMBER 9, 2009

by Stefan Töpfer on Nov 09, 2009 Lord Sugar’s – the government’s enterprise czar – outburst last week where he allegedly called small business owners moaners and said: “I can honestly say a lot of problems you hear from people who are moaning are from companies I wouldn’t lend a penny to.

2009 100

2009 2007 2008 2006 100

The Small Business Blog

APRIL 20, 2010

Technology is making it better and easier but the mindset in industry and business at large has still a long way to go. do cost cutting do credit control do customer service export find funding grow your business handle problems keep data safe lower overheads manage your time market and sell motivate your staff not to do it!

2007 100

2007 2008 2006 2009 100

The Small Business Blog

FEBRUARY 23, 2010

Consider joining forces with other companies in your industry “food chain” offering to add a link of their site on your webpage in exchange for a link of your site on their webpage. Encourage other sites to link to yours – this may be a well known strategy but it can’t be reinforced enough. Digg Furl Netscape Yahoo!

2007 100

2007 2008 2006 2009 100

The Small Business Blog

OCTOBER 26, 2007

1 Comment » | Trackback | Share This One Response to “ Q & A: What is “Staff Turnover&# and how large or small would it be for Small Business? &# Classified Ads Said on June 20th, 2009 at 10:29 pm Staff turnover is highly dependent on industry and pay scale. Digg Furl Netscape Yahoo!

2007 100

2007 2008 2006 2009 100

The Small Business Blog

NOVEMBER 19, 2007

Often you try to sell to your clients as if they are industry insiders who understand exactly what you are talking about. While in reality they are customers and don’t know what makes this widget so special. You need to sell the benefits of the widget, that is what customers want, benefits. Thanks for the reminder. -AC

2007 100

2007 2008 2009 2006 100

Service Untitled

JUNE 4, 2009

Service Untitled The blog about customer service and the customer service experience. The company does this so they can see how they’re doing relative to the rest of their industry. A lot of companies are in fiercely competitive industries.

Customer Service 40

Customer Service Etiquette 2006 2009 40

The Small Business Blog

MAY 20, 2008

CV Writing | Blogger Said on May 7th, 2009 at 1:55 pm Great idea for a start up Stefan. It’s a growing industry but quality is not at best with most of the websites available online. curt Said on October 30th, 2009 at 4:38 am Thanks for the interesting post. Chris Burgoyne www.loan-machine.co.uk www.iva-machine.co.uk

UPS 100

UPS 2008 2007 2009 100

The Small Business Blog

MAY 10, 2006

SME / SMB Have Become Obsolete Acronyms by Zoli Erdos on May 10, 2006 Software Industry analysts seem to have a fun time coming up with three-letter combinations. throw out any random letters and chances are it means a new product, technology, industry trend, market segment. Digg Furl Netscape Yahoo!

2006 100

2006 2008 2007 2009 100

The Small Business Blog

JANUARY 22, 2008

In hynsight everyone would agree it would be one of the worst industries at the worst time to begin a business. Keep overheads to a minimum, review and change your suppliers if there not giving you the best value for money and service. Mary Said on September 25th, 2009 at 6:13 am I agree to what Chris mentioned above.

2008 100

2008 2007 2009 2006 100

The Small Business Blog

APRIL 1, 2008

Marketing Techniques: Join newsgroups and discussion forums for special interest groups that you think might be interested in custom T-shirts (e.g. Notes: Customer retention is the key to success in this industry. T- shirts have made many individuals and companies millions. Digg Furl Netscape Yahoo!

2008 100

2008 UPS 2007 2009 100

The Small Business Blog

DECEMBER 21, 2010

It was originally set up by Jack White in Detroit back in 2001 and in March 2009 moved into a physical location in Nashville, Tennessee. The business is a record store, record label, live venue, and full-service production and distribution house, including design and photography services. What an exciting way to do business.”.

2001 100

2001 2009 Twitter Customer Service 100