Entries by triliji

Operational Reviews

Small businesses will often hire bookkeepers, HR, and marketing staff, without understanding the limits of their skills. That’s understandable, because how would the recruiter know? The candidates may have years of experience on their resumes so it’s easy to assume they can do the job. But would the owner of the business know if they were provided […]

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7 Levels of Business Relationships

Organizations can help drive revenues by managing and improving the level of relationships. Following is a table and graphic that identifies 7 levels of business relationships beginning as a “record in a database” and evolving into a “friend”. A friend is the best type of customer as they will send referrals and are likely to […]

Result of Recent Microsoft Study

According to a recent Microsoft study, 60% of global consumers have stopped doing business with a brand due to a single poor customer service experience. The majority of these customers leave quietly, without complaining, so organizations are not aware of their loss.

The Net Promoter Score

Do you know your Net Promoter Score? The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. It is used as a means to measure customer satisfaction and their loyalty to the brand. The score is intended to predict […]


Turn Customers Into Friends

An organizations strategy to drive revenue should include processes to develop customers, to retain customers, and to turn customers into referral agents. Developing referral agents can be accomplished by including a process to turn customers into friends. Friends are much more likely to refer business to you than persons who are not. Amazingly, it can […]

Customer Service Audits

Social media has increased the need for great customer service. One unsatisfied customer can proclaim their dissatisfaction to many. This was seldom an issue 10 years ago, but it’s a common occurrence today. Senior management of an organization may believe that only the highest level of customer service is provided by their organization. Possibly so. […]