Customer care

宝贝求我我就停下来,你快一点好不好我快要到了Customer care is at the heart of all successful companies. It can help you develop customer loyalty and improve relationships with your customers.

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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 service - overview

宝贝求我我就停下来,你快一点好不好我快要到了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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Customer loyalty schemes - 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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Data protection: your obligations

The EU General Data Protection Regulations lay down strict rules about the use of personal information. There are significant fines for failure to follow the rules.

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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.


Ten ways to keep your online customers loyal

宝贝求我我就停下来,你快一点好不好我快要到了 Given the cost of attracting new customers to your business – ensuring customer loyalty can be the difference between failure and success.

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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 to shape the attitudes of your employees

宝贝求我我就停下来,你快一点好不好我快要到了 How do you create a positive culture in your small firm? Andrew McMillan of Charteris looks at how employers can change employee attitudes.

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Understand your customers better with big data

宝贝求我我就停下来,你快一点好不好我快要到了 Big data promises to revolutionise marketing analytics and drive results. But what is big data and how do you use it to understand your customers?

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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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Checklist for customer satisfaction

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

Female employee in work uniform handing a customer loyalty card to a customer

Creating a customer loyalty scheme

宝贝求我我就停下来,你快一点好不好我快要到了 Customer retention is vital and a customer loyalty scheme is an effective way to keep customers coming back for more.

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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

宝贝求我我就停下来,你快一点好不好我快要到了 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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Essential customer service skills

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

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Four golden rules for making the sale easy

宝贝求我我就停下来,你快一点好不好我快要到了 When a customer wants to buy from you, make it easy for them to complete the purchase. But are things really that simple?

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Generate repeat sales online

宝贝求我我就停下来,你快一点好不好我快要到了 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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Getting customers to come to you

宝贝求我我就停下来,你快一点好不好我快要到了 Podcast with Grant Leboff introducing techniques you can use to attract customers to your offer

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How Richard Branson handles customer complaints

宝贝求我我就停下来,你快一点好不好我快要到了 Once in a while every business is going to receive a customer complaint. And, as customer-focused business people, we have to be ready to respond.

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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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Keep profitable customers coming back for more

宝贝求我我就停下来,你快一点好不好我快要到了 Many firms don't know who their most profitable customers are or how to retain them. In difficult times, customer loyalty may be your greatest weapon.

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Know your customers better

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.


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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Recruiting staff for better customer service

宝贝求我我就停下来,你快一点好不好我快要到了 Your members of staff are the key to delivering top-notch customer service. We explain why you should hire – and fire – for attitude.


Sales promotions FAQs

宝贝求我我就停下来,你快一点好不好我快要到了 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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Techniques for dealing with customer complaints

宝贝求我我就停下来,你快一点好不好我快要到了 With customer complaints, you are often resolving situations which are not your fault. Mac MacKay shares useful techniques to help handle things.


Ten ways CRM can help your small business

宝贝求我我就停下来,你快一点好不好我快要到了 Whatever business you're in and however small your firm, CRM can help you to manage problems more effectively.

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Types of complaining customers

宝贝求我我就停下来,你快一点好不好我快要到了 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?


Using CRM to build customer relationships

宝贝求我我就停下来,你快一点好不好我快要到了 It’s more cost-effective to cultivate existing customers than look for new ones. CRM can help you sell more to your existing customers.


VIP customers

宝贝求我我就停下来,你快一点好不好我快要到了 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?


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.


Winning back customers: making up is hard to do

宝贝求我我就停下来,你快一点好不好我快要到了 Your business will never be able to keep everyone happy all the time. But even if you've let someone down, the relationship doesn't have to be over.


Working with a big client

宝贝求我我就停下来,你快一点好不好我快要到了 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.