Author: Jen DeTracey

As the holiday season approaches, marketing to your existing customers is your #1 priority. Focusing on new customers needs to be secondary and only if your marketing budget allows for […]

Here’s a recap of the steps so far providing exceptional customer service: 1. Manage customer expectations in advance of your customer making a purchase. It will reduce customer upsets substantially. […]

Once you have actively listened to the customer (see Part 2) then you and the customer will become calmer and more open to a solution. It is important that you […]

When a customer expresses upset or discontent, the way they express themselves maybe alarming on receiving end. As a result what they are saying could be difficult to process. If […]

Since we are perfectly imperfect as human beings, even if you are a rock star in the area of customer service, you will make mistakes. You will have upset customers […]

These days it can be confusing for business owners to figure out how to maintain a competitive edge. I hear people talk about how they need to learn more about […]

During the last week of May, I was hired to make a presentation for Canada Life, a large insurance company that sells living benefits. They hired me to deliver my […]

Does your business serve a diverse community of customers? If so, you may be thinking about how to market to a specific group based on age, gender or culture. One […]

In the fall of 2008, many business owners, large and small, experienced a shift in their business. That shift was a decline in revenues. For micro-business and small-business owners, there […]

When your brand comes up in conversation, do people know about it? Do they know what product or service your brand specializes in, be it modern Indian fast food, fitness […]