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Business Development Customer Service Healthcare Opinion

Here’s to Ann Jesse, firebrand entrepreneur and customer service champion

My longtime friend, Ann Jesse, just died. Ann didn’t just practice stellar customer service, she created it. When diagnosed with Hepatitis C in the nineties, she started a national Hep C support organization to provide the help and answers she hadn’t been able to find anywhere else. The Hep C Connection grew to one of […]

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Business Development Cultivating Positive Relationships Empowerment Techniques tips

Sometimes, the decisions about pitching clients are clear-cut

Recent furor about new voting legislation has caused companies and organizations to choose sides on the issue. Major League Baseball moved the All-Star Game from Atlanta to Denver in the wake of Georgia legislation designed to restrict voting options. So, depending on how you feel about the voting rights issue, your prospecting process can have […]

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Business Development Empowerment Techniques tips

When ‘customer service stars’ present mixed reviews

Amazon gets high customer service marks. But, its employee treatment is controversial and, by most accounts, lacking. In contrast, Costco gets consistently high marks across both categories. As employees also are vital “customers,” mixed reviews can present a dilemma when deciding to court customer service stars as prospects. It’s not necessarily an all-or-nothing scenario. It […]

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Business Development Cultivating Positive Relationships Empowerment Techniques tips

Seek clients emulating your personal preferences

In addition to courting customer service stars, client prospects that emulate your personal preferences also can be good way to pursue new opportunities. Companies scoring high on both fronts will be more likely to sync up with you in a business relationship. There are many ways to assess preference and style compatibility. One obvious and […]

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Business Development Cultivating Positive Relationships Customer Service

Business development benefits from courting customer service stars

Looking for new business contracts? Consider courting companies that are customer service stars. If a company scores high on customer service, it follows that they may also be committed to providing a high-quality product or service, and treating all their stakeholders well. Stakeholders include suppliers/vendors, partners, and employees. It improves the odds of working with […]

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Building Bridges Business Development Cultivating Positive Relationships Customer Service

Trust will drive consumer loyalty in 2021

In a world filled with distrust and discord, building and maintaining brand trust will be more important than ever in 2021’s customer service equation. Companies offering and delivering on trust promises will see increased customer loyalty and longevity along with beneficial effects of positive reviews and word-of-mouth. Companies coming up short in the trust arena […]

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Business Development Cultivating Positive Relationships Customer Service

For customer service, 2021 promises to be a very good year

While 2020 was a challenging year, customer service changes bolstered by pandemic consequences actually have strengthened positive outcomes. Remote work environments, increased empathy and initiatives implemented to weather the storm have contributed to making and keeping customers happy more consistently. As success stories have spread through social media, mainstream media, word-of-mouth and reviews, companies are […]

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Business Development Customer Service Empowerment Techniques Opinion

Community, planet are stakeholders deserving ‘customer service’

Increasingly, conscious capitalism includes discussion of how companies can positively impact their communities and the planet. Being “socially responsible” in essence provides customer service to these entities deserving and needing our support. In an Inc.com article, contributor Mandy Gilbert describes five tips to creating a socially conscious business. She notes: “…creating a company that’s closely […]

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Business Development Customer Service Empowerment Techniques Opinion

Pope promotes tenets of conscious capitalism, fueled by Buffett’s current belief that share prices don’t reveal total company story

Pope Francis and Warren Buffett are reading from the same page about conscious capitalism. Buffett, the billionaire CEO of Berkshire Hathaway, recently repudiated his shareholder be-all-end-all beliefs voiced in a 2006 letter. An October 2020 article published in businessinsider.com notes: “The Berkshire boss bemoaned in his 2006 letter to shareholders that criticizing efficient market theory, […]

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38 and Counting Business Development Customer Service Empowerment Techniques

Now is the time to be historical, not hysterical

Stress levels are off the charts. Analysis of potential business consequences based on different health, political and economic scenarios is rampant. As stock market ups and downs have proven so clearly, decisions are based on emotions—chiefly fear—and a desire to cover one’s butt financially. Now is the time to look back to see what lies […]