I just read the following at Mr Harvey Mackay’s column and believe everyone in marketing should know this
The Research Institute of America conducted a study for the White House Office of Consumer Affairs, which found:
Only 4 percent of unhappy customers bother to complain. For every complaint we hear, 24 others go excommunicated to the company—but [...]

Customer Relations Management (CRM) is an essential component of marketing but many people – even marketers – see it as a separate and non-related entity.
A while back, I shared in my post Why Customer Service is Even More Important these days an unpleasant experience at a well known electronics store. I was a willing [...]

I have shared in an earlier post that all customers love freebies, bonuses and gifts. If you are an online marketers, you can choose a heavy-weight e-book or e-report as a thank-you gift. If you are an off-line marketer, you’ll have the typical range of pens, key chains, coffee mugs and for the more [...]

Whether you are a marketer or a business owner, do you have ready answers for the following questions?

Do you know what takes place in your business when you are absent?
Are your customers receiving the level of service they deserve and expect?
Are they happy with their experience and would they return for more?
Are your staff performing [...]

Everyone knows that customer service is important. However, most are clueless about how customer service can have a direct impact in their lives. If everyone knows customer service is important, why do most of us only pay lip service to it or adopt a lukewarm attitude towards providing an excellent customer service?
This is a true [...]