Acting on your brand promise is a challenge because it requires change. This can mean answering the phone in a new way, introducing a new logo or restructuring your organization to live up to your brand promise. Third article in a four-part series on branding.
Digital Library > Defining and Serving a Market > Customer service “Put Some Teeth in Your Guarantee” A well-crafted guarantee can boost everything from subscription rolls to Web revenues, so make the most of yours by applying these principles: Honor it. Always. Under no circumstances should you ever "argue" your guarantee with a customer. Make it unconditional. Use phrases like…
Learn how to recognize wise counsel from your peers, mentors, partners and board — and reject everything else.
Consider profit sharing as a way to keep employees happy, interested and motivated. Their personal "ownership" of your company will return rewards to everyone. Here we give you profit-sharing choices (other than stock options), and the pros and cons of each.
Working fast and smart: How to get more done in less time.
Good ergonomics makes for happier, healthier, more productive people and that translates into improved profits for your company.
Learn how to put a sharper edge on your influential abilities and push your listeners to action.
Digital Library > Defining and Serving a Market > Customer relationship management (CRM) “Predicting Customers’ Purchasing Patterns” You don’t need psychic powers to read your customers’ minds — just a little high-tech help. Customer-relationship-management software uses artificial intelligence and advanced information-modeling techniques to deliver meaningful data about purchasing patterns and behavior. "The more I know about you, the more I…
When a competitor threatened his company’s survival, Wayne Hampton struck back with research, innovation — and success.
At a crossroads for growth, Geoff and Marcy Larson tapped staff and customers — early and often — to follow $10MM dream.