Customer care

Focusing on taking care of your existing customers could be much better for your bottom line than chasing new business. The basics of customer care.

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Customer care - overview

Focusing on taking care of your existing customers could be much better for your bottom line than chasing new business. The basics of customer care.

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Customer loyalty - overview

Customer loyalty schemes reward your best customers and give them an incentive to come back - and to pass the word on. What you need to know.

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Customer service - overview

How to build your reputation, attract new customers and increase the amount of repeat business you get - the basics of good customer service.

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Customer complaints - overview

Not every unhappy customer complains - often they just go to a competitor. Others will scream and shout. How to resolve issues and retain business.

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Building customer loyalty

Loyal customers buy more, more regularly, and will frequently recommend your business to others. Our guide to keeping your customers coming back.

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Data protection: your obligations

The Data Protection Act lays down strict rules about the use of personal information. There are significant fines for failure to follow the rules.

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FAQS

Marketing with your database FAQs

Small firms need to concentrate on niches that are either too small and specialised for the big boys or too new for a large firm to catch on to.

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BSI customer satisfaction standards

BSI British Standards have published two standards to help organisations improve customer satisfaction. This article explains what they cover.

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Building customer loyalty FAQs

Read these helpful FAQs to find out why customer loyalty is important, how it can be achieved and how you can measure and monitor success.

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Building rapport with your customers

Customer-facing functions need to get to know customers on a one-to-one basis, so they can anticipate customers' requirements and exceed expectations.

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Customer care for small businesses

Customer care should be at the heart of your business if you want to build customer loyalty and bring in new business. Edwina Hughes explains.

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Customer service lessons for retailers

It can be tough for small retailers on the high street. Customers are looking for bargains and retailers need to respond to changing customer needs.

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Dealing with awkward customers

Hard-to-please customers can create a dilemma for small business owners: should you bend over backwards to keep them happy or let their business go?

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Essential customer service skills

Client care is fundamental to any business - but how do we measure up? What are the specific skills we need to ensure we perform well?

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Generate repeat sales online

Your website might be attractive, easy to navigate and buy from, so why don't more customers return? Emma Allen explains some possible reasons.

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Golden rules of complaints handling

Although no one likes receiving a complaint, they provide an opportunity to identify and rectify problems with your current systems or product.

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How to dazzle your customers

Research reveals that businesses with good service grow twice as fast as those with poor service. Here's some tips to help you dazzle your customers.

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How to welcome customer complaints

Consultant Mac Mackay explains how, although they can be hard to hear and deal with, customer complaints can be a good thing for your business.

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How to win back old customers

Keeping sales flowing is a big challenge when people are spending less. Rather than chasing new customers, it can be economical to revisit old leads.

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How well do you know your customers?

Creating a loyal band of customers through good service is a great achievement, but you've got to keep working at your relationship. Find out how.

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Measuring customer satisfaction

Retaining customers is cheaper than finding new ones. Customers become repeat purchasers because they like your product and appreciate your service.

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Protect your customers from fraud

Derek Bishop, director of Culture Consultancy, considers the steps your business can take to tighten up its data security to better protect customers.

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FAQS

Sales promotions FAQs

Sales promotion is a method of increasing sales over the short term: usually a special offer which is available for a limited period only. 10 FAQs.

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Ten ways to reward loyal customers

Offering free goods, discounts and special buying opportunities to regular customers shows you value them and keeps them coming through your door.

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The five principles of retail

If you are running a retail business — whether bricks and mortar or online — there are five core principles you need to adhere to.

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Types of complaining customers

When customers are dissatisfied with the service you're providing they fall into one of four kinds of complainers. How do you tailor your response?

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Understanding the buying process

Your CRM system may hold valuable information about your customers that will help you to understand how they make purchasing decisions.

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VIP customers

Every business has its best customers: the ones you want to keep. So how do you reward them? And should you give everyone the same VIP treatment?

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Why it pays to profile your customers

Understanding your customers is the secret of successful selling. The more you know about them, the easier it can be to increase their spending.

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Working with a big client

If you rely on one big customer for much of your trade, it is critical to build on the relationship to retain their business and win future sales.