Customer experience is a critical factor in customer retention and/or earning repeat business. Restaurants, stores, and other service-oriented businesses understand this basic tenet – or become a statistic within a year or so of opening. Yet professionals who should provide the best customer service are often the worst offenders: doctors.
There are really only three reasons [...]
Archive for the ‘Consulting’ Category
Prescription for customer experience:
Have patience with your patients
End-of-year self review, part 1: organizing your office life for a happy New Year
Sunday, Dec 20th, 2009 by Jacqui Kramer | 0 Comments
Filed under: Consulting, How To, Project Management, Small Business, Uncategorized
Filed under: Consulting, How To, Project Management, Small Business, Uncategorized
It’s the end of the year, when offices are mostly empty and the self-employed are at the movies. Whether you volunteered to stay at work “in case a client calls” or you’re just taking it easy in the home office, you have work to do. In this three part series, we’ll discuss the key tasks [...]
Planning a Client Visit, Part 3: Final Prep
Wednesday, May 27th, 2009 by Jacqui Kramer | 0 Comments
Filed under: Consulting, How To, Project Management
Filed under: Consulting, How To, Project Management
You’ve refined your story, prepped your team and picked up a roll of quarters just in case parking is a problem. Now, it’s time to round up the team and head out! Here are some tips for the 24 hours preceding your visit:
1. Remind your team the day before. Send an e-mail to the team [...]
Planning a Client Visit, Part 2: Prepping Your Team
Thursday, May 21st, 2009 by Jacqui Kramer | 0 Comments
Filed under: Consulting, How To, Project Management
Filed under: Consulting, How To, Project Management
You’ve done due diligence to get to know your client. Now it’s time to help your team prepare. While technology tools are helpful in keeping everyone on track, don’t assume people pay as much attention to them as you do.
To help keep your team on track:
1. Set specific deadlines for each person. If a team [...]
Planning a Client Visit, Part 1: Better Know Your Client
Wednesday, May 13th, 2009 by Jacqui Kramer | 0 Comments
Filed under: Consulting, How To, Project Management
Filed under: Consulting, How To, Project Management
Your team relies on you to be the travel agent, correspondent and reminder service all in one. You can help your team help you by doing some pre-meeting homework and ensuring everyone does THEIR homework as well. Here are some tips to help ensure a successful client visit before you enter the lobby.
First impressions do [...]
Are you using 301 redirects?
One thing about being on the Internet for so many years is that you frequently have to teach yourself new tricks. One of my first clients still brings me back in to consult on occasion, and recently asked for guidance on redirects. (They use redirects in a lot of deep and exciting ways as their site spans [...]