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How to Make a Client-Satisfaction Survey Pay Off
This clip offers six best practices for client-satisfaction interviews and surveys. Doug Stern outlines how to get the most out of your investment–and how to really set yourself apart. This clip goes...
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First Impressions, Part 1
An interesting post in lawyerist.com recently made the case for being prepared for walk-ins. The writer says that whether a firm thinks it’s a good idea or a bad one, at least have a sense (or, better...
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Our hunger for the tangible
The more abstract the concept, the more we seem to crave the tangible. So, serpents, forbidden fruit and other such symbols help us wrap our brains around the notions of sin, obedience to the divine...
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Perceived intimacy and the tangible
Why all the fuss about intimacy in marketing communication and, especially, sales? Does it really matter whether you stay in touch with a client or prospect via Twitter or something more personal? I...
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Client Satisfaction: Because *My* Satisfaction Matters
What is it that motivates my urge to deliver outstanding customer service? It it economic sustainability? Greater profitability? Is it something more personal, such as a code of ethics? Or, is it...
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(Some) Clients. Can’t Live with Them. Can’t Live without Them.
When you work for popes, you have more than your share of client satisfaction ups and downs. So, naturally, Leonardo liked the calming rationalism offered by Vitruvius, the great first-century Roman...
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Nifty tools, Part 6
Imagine a Web site where you could have a seamless, live chat with a customer service rep, 24/7. LiveAdmins does this. Nifty, yes? When I write content for a site, I’m trying to make the user feel as...
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The Importance of Open Conversations
Keeping the door open allows for an engaging and sustainable conversation. When that happens, customers feel valued, leave happy, and are more willing to return. I read a great post by Seth recently....
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Client Satisfaction Is a Two-Way Street
I bet most doughnut shops understand that some of its customers know EXACTLY which doughnut they want with their coffee. These businesses also know that some customers shut down when confronted with...
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The Tangible: Making Life-long Customers
To set myself apart from my competition, I have to make, as Stan Phelps puts it, a personal emotional connection with my customer. Merely asserting that I care isn’t enough. Fortunately for Zappos...
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