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Run & Grow

If a Customer Complaint Isn't Solved in 10 Minutes, Something's Definitely Wrong

It's time to invest in resolving customers' complaints quickly, easily and in the channels they prefer

I sat down to watch the finale of my favorite sci-fi series on a recent Sunday evening when I discovered that I had been locked out of my TV streaming service. After struggling to find a solution online, I fired off a ...

by Joshua March  | September 25, 2018 06:00:00
Run & Grow

Avoid Dissatisfied Customers by Empowering Your Employees

'Can I speak to a supervisor?' is a phrase you never want to hear

If you're a small-business owner, you're probably familiar with the frustration that comes with requests for managerial assistance from your sales team. Whether it's an irate customer who wants to vent or a vendor looking for a discount, conversations like that are ...

by Brian Greenberg  | August 24, 2018 06:00:00
Run & Grow

Long-Term Customer Loyalty Starts (or Ends) With Your Earliest Interactions

Don't throw away what you spent years building by ignoring customers once they step through the door

There is an emerging truth in the business world: Companies that overlook onboarding will struggle to hold on to customers. The idea has grown and spread like a juicy rumor, and companies can no longer avoid it.Consider the cable industry, in which ...

by Gayle Teskey  | May 22, 2018 06:00:00
Run & Grow

To Keep Customers Loyal Trust That They Can Handle the Truth

You can't count on lifetime fans unless you've seeded your brand image with transparency

The presence of a worm taints even the most popular type of apple -- including the corporate kind.Is it any wonder, then, that iPhone loyalists felt betrayed when Apple confirmed customer suspicions that it had been deliberately slowing down the performance of ...

by Jeffrey D. Epstein  | February 27, 2018 08:00:00
Run & Grow

Old-School Industries Require New-School Customer Experience

It's critical for companies in old-school industries to ditch the 'we've always done things this way' mindset

The drug-testing industry can be a little old-school, and you just read that from someone coming from the trenches. Our company has been selling drug-testing solutions to corporations for more than 10 years now, and not much has changed -- though our customer ...

by Zeynep Ilgaz  | January 31, 2018 06:00:00
Run & Grow

Your Business Rises and Falls on Customer Experience

Focus on the customer, not your own needs

To paraphrase something Steve Jobs once said, you have to start with the customer experience and work backward to the technology if you're looking to sell $8 or $10 billion of product a year.This statement is profound and can be so impactful in all of our businesses, ...

by Shaun Buck  | December 18, 2017 06:00:00
Run & Grow

10 Reasons Why Your Startup Isn't Getting Customers

The average person tells 16 people about a poor customer-service experience. Don't let that happen to you

According to a Harvard Business School study, approximately 75 percent of startups with venture funding will eventually fail. The same study found that a similar percentage of small businesses will fail within the first ten years of existence.Of course, the primary reason for ...

by AJ Agrawal  | November 05, 2017 08:00:00
Run & Grow

Are Your Customers Loyal? Answer These 5 Questions to Find Out

Customer loyalty is an important building block for the positive reputation of a business

Once your business starts to gain traction and earns a solid customer base, you will want to turn your attention to growing your brand. You can predict how likely past customers are to return if you understand and measure your brand loyalty.Customer ...

by Kimberly De Silva  | October 13, 2017 02:00:00
Run & Grow

To Be a Better Salesperson Be a Nicer Person

People buy from people they like, and nobody likes anybody who isn't nice

Over the years, I’ve heard more than one veteran salesperson say, “I don’t care if they like me. I just want them to respect me.” Is it possible to sell to someone if they don’t like you? Yeah, I suppose. But, I think it's ...

by Jeff Shore  | September 26, 2017 02:00:00
Run & Grow

Why Customer Experience Is Your Key to Success

Research shows 70% of buying experiences are based on how the customer feels they're being treated

What’s the best way to succeed in business? It’s not your products or services, although it goes without saying that they need to be great. It’s your customer experience. And customers agree. According to a McKinsey study, 70 percent of buying experiences are based ...

by Kimberly De Silva  | July 16, 2017 12:00:00
Startup Tips

How to Handle Negative Comments and Keep Your Customers Online Happy

Negative comments can actually help build a better business if they are heard and get the attention they deserve.

We all know that social media is a great way to promote yourself and spread your business’ message across the web. For e-commerce stores, a few social shares can quickly snowball into unbelievable success.Unlike, brick and mortar stores, e-commerce has the benefit ...

by Kumail Hemani  | March 31, 2017 08:00:00
Run & Grow

See You at the Top: A Guide to Winning at Customer Service

If your customer has a beloved cat, as one company learned, ask after the feline; you'll get results

Quality customer service is one of the major ingredients that make for the success of any business, regardless of its size. You could employ all the native advertising, traditional advertising or content marketing strategies you know. You could get loads of patronage, at least initially. But unless you know ...

by Toby Nwazor  | March 09, 2017 01:00:00
Run & Grow

(Infographic) 9 Ways to Make Your Customers Happy

Happy customers are a core component of a healthy, profitable company

Customer satisfaction is vital to keeping your company afloat. Without customers, how would you make any money? Bad customer service can cost a business a lot. Just this year, poor customer service cost businesses in the U.S. $83 billion. And not only ...

by Rose Leadem  | December 27, 2016 12:00:00
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