customer expectations

Provide the Best Customer Service Possible

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Provide the Best Customer Service Possible

Providing the best customer service possible means that you do everything in your power to ensure that your customer’s needs, wants and expectations are met. Obviously, there are going to be times when challenges arise in service delivery, but that should not stop you from looking for practical and equitable solutions for both your customer and your organization.

A key part of any transaction is going to be that you always keep your word with customers. They have many choices in selecting a service or product provider. If they feel you cannot be depended upon to take action, they simply leave, often without complaint or comment.

When you tell customers you will do something, do it. Do not promise what you cannot deliver; many people take your word as your bond, especially those from cultures where a handshake still seals a deal (e.g. Middle Eastern countries, Hispanic and Asian cultures). Your goal should be to provide customers with competitively priced, reliable products or services that you deliver with little or no inconvenience or difficulty. Break the bond, and you risk destroying the relationship.

If feasible after delivering a product or providing service, contact your customer to make sure that he or she was satisfied and that your service met expectations. This follow-up can be an informal call, a more formal questionnaire, or a friendly e-mail or text message (assuming they authorized you to send such correspondence).

Always strive to underpromise and overdeliver. An example of this concept in action would be for you to suppose that a customer drops off film to be processed at your store on Tuesday. The store guarantees that the photos will be ready on Saturday. If possible, develop the film before Saturday, and call to tell the customer it is ready. When he or she comes to pick it up, give a coupon for a discount on the next roll of film. Such proactive efforts help secure customer loyalty and brand loyalty.

Provide the Best Customer Service PossibleProvide Customer Peace of Mind in All InteractionsFor additional ideas and information on dealing with customers from diverse backgrounds get a copy of Please Every Customer: Delivering Stellar Customer Service Across Cultures. For ideas on how to better deliver customer service in a variety of situations, check out Customer Service Skills for Success.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

Provide Customer Peace of Mind in All Interactions

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Provide Customer Peace of Mind in All Interactions

Customers want to do business with customer service representatives and organizations that they trust and believe offer quality service and products at a competitive and fair price. In any interaction with your customers, take the time to interact on a “human” level by showing appreciation and treating them as if they are important and are valued because they are.

Provide Customer Peace of Mind in All Interactions

There are numerous things that you can do to assure your customers while you provide the best customer service possible. Here are some common strategies:

  • Be positive and assertive in your words and actions. Help customers realize that you understand their issues, needs, wants and expectations and that you will do your best to assist in meeting them.
  • Assure customers through your words and efforts that you are confident, have their best interests at heart, and are in control of the situation.
  • Let them know that their calls or messages, questions, and needs will be addressed professionally and in a timely manner.
  • Reassure them that what they purchase is the best quality, has a solid warranty, will be backed by the organization and will address their needs while providing many benefits.
  • Assure them that their requests and information will be processed rapidly and promises will be met.

All of these things can lead them to the belief that they made the right decision in selecting you and your organization and that you will take care of their needs. They can also lead to customer satisfaction and brand and customer loyalty.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

The Impact of Technology on Customer Service

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The Impact of Technology on Customer Service

Organizations of all sizes in different parts of the world are struggling to harness the power of service technology to deliver the best customer service possible. The wonderful thing about changing technology is that through the use of new innovations, even small organizations can create an image equal to their larger counterparts since someone visiting their website or contacting them in other ways have no idea how many employees or assets they have. The key is that once a customer does contact an organization, that customer service representatives and other employees who interact with them must project a positive and professional image during interactions. Creating a positive customer-centric service culture is the job of everyone in the organization from upper echelons to front line employees.

The Impact of Technology on Customer Service

In years past, service-based technology consisted of the telephone and facsimile. Now, there are many new developing technologies (e.g. Skype, smartphones, tablets, and cloud-based solutions) and web-based tools available (e.g. blogs, Facebook, Twitter, YouTube, Pinterest, and StumbleUpon) as organizations strive to gain and hold their edge over local and international competition.

Billions of dollars are being spent worldwide to create systems through which customers can access products and services to satisfy their ever-changing needs and whims. This is occurring because the quality of service received or perceived by customers can either enhance or diminish an organization’s brand and reputation. In a global economy, diversity abounds. Each current or potential customer also brings along cultural values, beliefs, and backgrounds based on their background. All of these elements influence customer expectations and perspectives.

As organizations strive to hang onto market share and customers while eking out some degree of profit is a sluggish economy, they are seeking viable alternatives to be responsive to customer needs, requests, problems, suggestions and complaints. Technology-based service delivery systems are viable options.

Many organizations have dedicated customer service professionals to staff their telephones or call centers and communicate with customers via the Internet, blogs, email, and other technological means. Some organizations also outsource and off-shore their service functions to call centers, marketing, and similar companies in order to reduce direct, ongoing staff expenses from their budgets and receive tax breaks. Unfortunately, these cost-saving strategies do not always work because many consumers have begun to rebel against having to talk to people located in other countries, whom they sometimes feel do not understand them or their needs.

Larger organizations continue to add and upgrade hardware and software capable of contacting and serving customers and tracking service-related analytics while adding human resources and training to meet customer needs.

smiling woman on telephone edited

In smaller organizations, and those who have yet to use alternative servicing strategies to maximum potential, the responsibility for answering the telephone and providing service through other means often falls on anyone (e.g., administrative assistant, salesperson, driver, partner, or owner) who is available when a customer visits (face-to-face or via the Internet or computer), the telephone rings, or an answering system receives a message.

No matter the size of your organization, everyone must accept ownership for service delivery in order to provide positive global service and ensure that customers are satisfied in order to maintain some degree of loyalty.

For additional ideas, strategies and techniques on how to provide the best customer service possible, check out Customer Service Skills for Success, Please Every Customer: Delivering Stellar Customer Service Across Cultures, and How to Be  Great Call Center Representative.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

Three Simple Strategies To Encourage Customer and Brand Loyalty

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Three Simple Strategies To Encourage Customer and Brand Loyalty

Customer service representatives and all other employees in the organization should have one goal in mind when interacting with other…building stronger customer-service provider relationships.

The global economy of today is dominated by technology. That puts your competitors from around the world only one mouse click away from your customers if they decide that you are not delivering as the expect or you promised. No one in your organization can be complacent when it comes to addressing the needs, wants and expectations of your customers. Customer relations should be a high-priority effort for all employees.

Three Simple Strategies To Encourage Customer and Brand Loyalty

Whenever and wherever a touchpoint (contact with a current or potential customer) occurs, it is a unique opportunity to show that you and your organization provide not only good or excellent customer service but that you provide the BEST customer service! Throughout any interaction, you should make it your goal to project a positive service image and that you add value to the customer relationship.

The following are three simple strategies that employees and organizations can use to help build the brand and organizational loyalty.

1. Recognize the customer. Whenever a customer enters, calls or contacts you electronically, stop what you are doing and make them the focal point of your attention. If you know their name, smile and use it immediately. If not, ask for the name and then use it occasionally throughout the interaction. This demonstrates that you are concerned about them on an interpersonal level and value them as an individual.

2. Show appreciation. Thank your customers at the end of a transaction and wait for them to leave, disconnect or close the communication before you do. Often customers will think of one more thing they want to say or ask at the end of a conversation. If you abruptly end the contract, they might feel cut off and lose the opportunity to get the needed information. In such instances, any positive good will earned for excellent service to that point could be lost.

3. Seek opportunities to demonstrate value. Never assume that customers recognize the value you provide. They have too many things going on in life on a given day to stop and reflect on what you provide for them. You need to continually do things to encourage brand loyalty.

Many organizations remind customers that they saved money, time, effort and other valuable elements whenever possible. To get an idea of how this works, look at your sales receipt the next time you make a retail purchase. Does it thank you and demonstrate value? For instance, at the bottom of an Office Depot receipt, you will see a catalog list price or what the product would have cost at the manufacturer’s suggested retail price, Office Depot’s low everyday price, how much you saved, and a note thanking you for saving at Office Depot. Minor reminders such as this are a quick and easy way to encourage people to return for additional needs.

No matter what system you implement, make sure that you show that you are sincere in your appreciation for your customers.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

Delivering Customer Service to a Diverse Customer Base

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Delivering Customer Service to a Diverse Customer Base

Personal awareness on the part of customer service representatives is the first step in delivering customer service to a diverse customer base.

The word diversity encompasses a broad range of differences. Many people only associate the term diversity with cultural diversity, which has to do with the differences between groups of people, depending on their country of origin, backgrounds, and beliefs. They fail to recognize that diversity is not just cultural. Certainly, diversity occurs within each cultural group; however, many other characteristics are involved. For example, within a group of Japanese people are subgroups such as different generations, males, females, children, athletes, thin people, gay or lesbian people, Buddhists, Christians, grandparents, married and single people, to mention just a few of the possible diverse characteristics, beliefs, and values.

Diversity is not a simple matter, yet it is not difficult to deal with. Start your journey to a better understanding of diversity by being fair to all people and keeping an open mind when interacting with them. In fact, when you look more closely at and think about, diversity it provides wonderful opportunities because people from varying groups and geographic locations bring with them special knowledge, experience, and value. This is because even though people may have differences or potentially look different, they also have many traits in common. Their similarities form a solid basis for successful interpersonal relationships if you are knowledgeable and think of people as individuals; you can then capitalize on their uniqueness. If you cannot think of the person instead of the group, you may stereotype people—lump them together and treat them all the same. This is a recipe for interpersonal disaster, service breakdown and organizational failure.

Some diversity factors that make people different are innate and they are born with them, such as height, weight, hair color, gender, skin color, physical and mental condition, and sibling birth order. All these factors contribute to our uniqueness and help or inhibit us throughout our lives, depending on the perceptions we and others have. Other factors that make us unique are learned or gained through our environment and our life experiences. Examples of these factors include religion, values, beliefs, economic level, lifestyle choices, profession, marital status, education, and political affiliation. These factors are often used to assign people to categories. Caution must be used when considering any of these characteristics since grouping people can lead to stereotyping and possible discrimination.

The bottom line is that all of these factors affect each customer encounter. Your awareness of differences and of your own preferences is crucial in determining the success you will have in each instance.

To learn more about providing quality service to all your customers, explore Please Every Customer: Delivering Stellar Customer Service Across Cultures and other current books on the topic of the Delivering Customer Service to a Diverse Customer Base.

About Robert W. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

Customer Attitudes Are Affecting Service Delivery

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Customer Attitudes Are Affecting Service Delivery

Companies today are struggling with not just providing a good or excellent customer service. They now are searching for ways to provide the best customer service possible in order to stay competitive in a globally competitive marketplace.

One of the biggest challenges for many organizations is that customer behavior continues to evolve as society has become more mobile, technology-driven and frugal following the recent recession. Add to the mix a more diverse consumer base that, in many instances displays needs, wants and expectations that differ from the past and you have a situation in which customer service representatives or service providers in all industries are rethinking the way that they deliver customer service.

Customer Attitudes Are Affecting Service Delivery

Here are some recent study findings that indicate a changing consumer environment:

“Channel usage rates are also quickly changing: we’ve seen a 12% rise in web self-service usage, a 24% rise in chat usage, and a 25% increase in community usage for customer service in the past three years.” Leggett, K., Forrester’s Top 15 Trends For Customer Service In 2013, January 14, 2013.

“…speed of service more important now, regardless of whether they are on the  phone, web, or at the service location:

In essence, people are more likely to use technology to obtain products and services and less likely to tolerate substandard or slow levels of service in today’s fast-paced world of many choices. When your competitor is literally a mouse click or touchpad away, you cannot afford to be complacent or view the customer at the same level you might have in the past.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

Strategies for Providing Professional Customer Service

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Strategies for Providing Professional Customer Service

Many customers typically like the comfort of know that they can depend on service providers to provide timely, accurate and professional service whether it is face-to-face, over the telephone or via other technology.

As you work with customers, do so positively and assertively and take the following actions in order to help put them at ease and to build a strong customer-provider relationship.

Strategies for Providing Professional Customer Service

  • Assure them. Do this through your words and actions to show that you are confident, have their best interests at heart-and are in control of the situation.
  • Provide timely service. Let them know that their calls/messages, questions, needs, and issues will be addressed professionally and in a timely manner.
  • Reassure them. Let them know that what they purchase is the best quality, has a solid warranty, will be backed by the organization, and will address their needs while providing many benefits.
  • Reinforce them. Ensure that they understand that their requests and data will be processed rapidly and promises will be kept.

All of these things can lead them to the belief that they made the right decision in selecting you and your organization and that you will take care of their needs.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

Impact of the Recession on Customer Loyalty

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Impact of the Recession on Customer Loyalty

Impact of the Recession on Customer Loyalty

Many business owners and managers will tell you that they are struggling to maintain market share and service levels to guarantee customer loyalty. This has been a trend for a number of years and particularly became difficult once the recent economic downturn kicked into full swing. To off-set the trend, companies are striving to provide excellent customer service, create moments of truth that make the customer feel special and encouraging customer service representatives and employees at all levels to exceed customer expectations.

A big challenge is that companies realized that in addition to losing customers, they were also losing profits as many middle class and some higher-income customers retrenched on spending. To offset their reduced disposable capital, consumers have changed their spending habits, stopped eating out and traveling as much, limited their entertainment budget, shopped less for non-essential items, and cut services that they considered a luxury (e.g. grass, pool, and pest control services) and started handling those functions personally. They also started doing more comparative shopping, spent more time bargain hunting, attended yard sales and consignment shops, clipped more coupons, and in many instances traded down to less expensive store items or those that were not in the “status symbol” or name brand categories.

The result of all these cultural and societal changes has been that now that customers are accustomed to the “new economic normal.” They realize that they can actually live well and be comfortable at a lower spending level and using lower quality products. They even realize that in many instances they actually happy with their new lifestyle and spending habits. As a result, even though the economy has started a slow upward movement, consumers are now remembering the economic pain they suffered and are stashing away as much as they can in the event the recession comes back.

What all this means for retail businesses,  service providers and product manufacturers are that they must retool their marketing and production mentality. They are reducing on-hand inventories, minimizing staff hiring and using part-time employees or outsourcing services and re-examining the way they deliver customer service in a changing world. In particular, they are changing the manner in which they show added value to their customers in an effort to gain and retain new ones.

The changing business environment has resulted in a winning proposition for many consumers who now feel that they are in a power position related to making purchases. This is especially true in instances of major buying decisions (e.g. cars, houses, property, recreational vehicles, and other higher-end items).  Many realtors and dealers have experienced a large inventory surplus due to a slowdown in purchases and tightened lending policies from financial institutions. This has created a buyers market.

By doing adequate research and coming to the sales environment with knowledge of manufacturing costs, competitive pricing, and product and service details, the consumer is now often in a position to negotiate strongly and get pricing that is not only fair but also better than they could have gotten in the past. Retailers in nearly every type of product line and business are willing to negotiate and offer discounted prices when pressured by the customer to do so. They do this because they realize that their competitors will discount if they do not and the customer is likely to walk away, if not satisfied with an offer they receive. In addition, with a global economy and access to products from around the world only a mouse click away, companies realize that they must deal or die.

Impact of the Recession on Customer Loyalty

From a customer service perspective, it is imperative that managers develop a customer-centric mindset and that customer service representatives and everyone else in the organization adopt a can-do/must-do attitude when it comes to communicating effectively and working with customers. They must provide the best customer service possible in any instance where there is a of customer-provider interaction. Only through such initiatives will organizations be able to show customers that they offer the best value, care about their wants, needs, and expectations,  and are willing to put forth the effort to help achieve customer and brand loyalty.

About Robert W. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

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