VU Resources

My paper piles are particularly large because like most writers, I save every little thing just knowing that it will be useful. After all these years I can tell you…

It’s hard to listen to an upset customer and not have the primal “fight or flight” response kick in. Our bodies are hard wired to respond to the sound of…

There’s no doubt about it; customer loyalty is key to profitability. A mere five percent increase in your customer retention could as much as double your bottom line profits! On…

While Twitter and Facebook are getting most of the attention, there are some “old fashioned” ways of relationship building and “customer romancing” that still work very well. Phone calls, birthday…

We are all learning anew what it takes to do business in the world today. I do believe the basics still apply – although they may need to show up…

This tip was originally written after I received a phone call from a writer who was doing an article on customer contact staff training and called to ask me what…

Want a more positive workplace where you and your co-workers feel happy and motivated? Want to make customers happier so that their loyalty – and your profits – grow? Want…

In another article, I shared with you my all time favorite question (You remember, don’t you? It’s “How have I created value today?”). Now I want to talk a little…

It’s expensive to keep getting customers who leave because you haven’t delivered and delighted. In the business to business marketplace it is estimated that it may be costing you 30…

“There’s no magic to magic,” Walt Disney once said, “it’s all in the details.” Sometimes those details are small, seemingly insignificant things, little extras that add up to a strong…