186 articles by Douglas Hanna

• Customer Service Principles Learned from a Dentist

  June 8, 2013

• Customer Service Agents are Also Sales People

  Sept. 22, 2012

• Work on customer loyalty to build business

  Sept. 18, 2012

• Small businesses and the importance of outstanding customer service

  Aug. 9, 2012

• Book Review: Roadmap to Revenue

  July 18, 2012

• Take Lessons from the Leaders in Customer Service

  May 21, 2012

• Building a Business Culture to Deliver the Best Customer Service

  May 15, 2012

• How to Keep Your Customers from Leaving You

  May 8, 2012

• Book Review: The Welcomer Edge: Unlocking the Secrets to Repeat Business

  April 24, 2012

• Sending Flowers and Customer Service

  April 11, 2012

• Social Marketing 101; Respond to Your Customers about Social Issues, Too

  April 5, 2012

• Medicare Forcing Hospitals to Improve their Customer Service

  March 29, 2012

• Home Builders Stepping up Customer Service in Tough Market

  March 20, 2012

• What Customers Need to Do In Order to Get Companies to Listen to Their Complaints

  March 14, 2012

• Received lousy customer service? Complain about it on Gripevine

  March 7, 2012

• U.S. airlines improving customer service?

  Feb. 20, 2012

• Does America Run on 'Dunkin' Donuts'?

  Feb. 8, 2012

• The Silent Exit of Poor Customer Service

  Jan. 25, 2012

• Best Buy Customer Service Still at Odds

  Jan. 18, 2012

• Auto Insurance Companies Working on Their Customer Service Experiences

  Jan. 5, 2012

• Complain Constructively for Better Customer Service

  Dec. 18, 2011

• Poor Customer Service Results in Long-Term Brand Damage

  Dec. 6, 2011

• Has the Holiday Shopping Season Started Off with Quality Customer Service?

  Dec. 2, 2011

• Small Business Saturday - a boon for local retail stores

  Nov. 28, 2011

• Is Your Customer Service 'Naughty' or 'Nice'?

  Nov. 22, 2011

• Using Mistakes to Make Memorable Moments for Your Business

  Nov. 19, 2011

• 'Tis the Season to Rev Up the Customer Service

  Nov. 11, 2011

• Passengers On JetBlue Angry Over Poor Customer Service

  Nov. 1, 2011

• Take lessons from Disneyland and learn how customers are treated

  Oct. 20, 2011

• I'm Telling My Friends about the Bad Customer Service

  Oct. 17, 2011

• New Bank Fees Not Conducive to Customer Satisfaction

  Oct. 9, 2011

• Personalize Customer Service and Make it Happen

  Sept. 26, 2011

• When a Customer Service Representative's Talk Time Is Limited

  Sept. 21, 2011

• Bringing More Customer Service Strategies to Traditional Shopping Stores

  Sept. 16, 2011

• Tipping: Reward or Punishment?

  Sept. 6, 2011

• Customer Service Ratings for Airlines During Hurricane Irene

  Aug. 30, 2011

• More Power to the Customer, But Customer Service Continues to Center on Good Communication

  Aug. 9, 2011

• What It Takes to Succeed as a Customer Service Representative

  Aug. 3, 2011

• Customer Service (Privacy) for Web Users?

  July 29, 2011

• Customer Services Rate Customer Service

  July 21, 2011

• How to Effectively Complain Using Social Media

  July 17, 2011

• How Supermarkets Work to Enhance the Customer Experience

  July 12, 2011

• And it's Customer Appreciation Day!

  June 24, 2011

• 8 Tricks Customers Use to Find a Real Person when Contacting Customer Service

  June 21, 2011

• A Difference of Perception when Dealing with Customers

  May 29, 2011

• The Attitude of Customer Service

  May 24, 2011

• Proactive Customer Service and the Great Debate on Handling Complaints

  May 21, 2011

• To Deliver World-Class Customer Service, Use a Customer-Centric Strategy

  May 16, 2011

• Customer Surveys Can Make a Difference in Business

  May 9, 2011

• What Real Estate Sales has Taught Me About Customer Service

  May 5, 2011

• Don't call them complaints - call it "feedback"

  May 4, 2011

• How to establish a customer service culture

  May 2, 2011

• How to Say 'No' and Still Deliver Excellent Customer Service

  April 24, 2011

• The art of meeting customer expectations

  April 16, 2011

• Customer Service and The Impact of Social Media

  April 12, 2011

• Customer experience is an integral part of customer service

  April 10, 2011

• How Can FOCUS PDCA Help Improve Business Operations

  April 8, 2011

• Can Your Business Measure Up on Customer Service?

  April 7, 2011

• Don't Forget To Say Thank You For Your Business

  April 6, 2011

• Customer Service Required for Business to Business Relationships

  April 4, 2011

• Can you measure customer satisfaction?

  April 2, 2011

• Empower Employees to Deliver Better Customer Service

  March 30, 2011

• Don't Cut the Customer Service Budget

  March 30, 2011

• Dealing With Difficult Customers

  March 29, 2011

• Even Accountants Need to Work on Customer Service Skills

  March 26, 2011

• How Social Awareness Can Improve Customer Relationship Management

  March 24, 2011

• How Do Awards Help an Organization's Branding?

  March 22, 2011

• Consumers Rule!

  March 21, 2011

• How Customer Engagement Transcends the Sale

  March 18, 2011

• Retail Reward Programs no Guarantee of Customer Loyalty

  March 16, 2011

• Personalizing Online Customer Service Live Chat

  March 15, 2011

• Are You Listening to Your Customers?

  March 11, 2011

• Empowering Your Employees to Deliver Excellent Customer Service

  March 10, 2011

• Can We Increase Customer Loyalty?

  March 9, 2011

• Every Employee Can Contribute to Customer Service Excellence

  March 7, 2011

• Better Banking Customer Service, Please?

  March 4, 2011

• Let Your Customers Count Cows

  March 3, 2011

• Making Better Business by Exceeding Customer Expectations

  Feb. 26, 2011

• Of Car Dealerships and Customer Service

  Feb. 23, 2011

• Inexpensive Customer Surveys Can Provide Valuable Feedback

  Feb. 15, 2011

• What we learn from customer review sites

  Feb. 13, 2011

• Building Respect As Part of Your Company Culture

  Feb. 11, 2011

• Internet Retailers Should Capitalize on Customer Service

  Feb. 9, 2011

• When Customer Service Defines a Business Culture

  Feb. 3, 2011

• How Customer Service Impacts Company Branding

  Feb. 2, 2011

• Customer Service Goes Holographic

  Feb. 1, 2011

• Create a "Wow" Experience and Customers Will Come

  Jan. 31, 2011

• What Customers Don't Forget About Service

  Jan. 28, 2011

• Customer Service Reality Show?

  Jan. 26, 2011

• Complain with Flair

  Jan. 23, 2011

• The Voice of the Customer

  Jan. 20, 2011

• Be an Advocate for Customer Satisfaction

  Jan. 19, 2011

• Don't hold back AT&T customer service agent

  Jan. 17, 2011

• Name Tags For Employees; Thumbs Up For Customer Satisfaction

  Jan. 13, 2011

• What Employers Can Do to Foster Employee Engagement

  Jan. 10, 2011

• Maximizing customer satisfaction for e-commerce

  Jan. 7, 2011

• Customer service tips for police officers offered

  Jan. 6, 2011

• Back to the basics for customer service

  Jan. 4, 2011

• What do re-stocking fees say about a retailer?

  Dec. 29, 2010

• Amazon.com takes first place in customer satisfaction

  Dec. 26, 2010

• TSA suffers the slings and arrows of the worst customer service

  Dec. 23, 2010

• Customer service mistakes that go bump in the night

  Dec. 20, 2010

• Make it personal to build customer loyalty

  Dec. 17, 2010

• Is customer satisfaction exploited by the fine print?

  Dec. 14, 2010

• Customer experience with Keurig is the sum total of the whole

  Dec. 10, 2010

• Google's involvement in negative customer reviews

  Dec. 7, 2010

• The top ten retailers for best customer service

  Dec. 1, 2010

• Bank of America tanks for lender customer satisfaction

  Nov. 30, 2010

• Consumer Reports' naughty and nice list for holiday shoppers

  Nov. 26, 2010

• No customer satisfaction from TSA

  Nov. 23, 2010

• Improving the online holiday shopping experience

  Nov. 21, 2010

• "To Serve Man" - a critical look at customer service

  Nov. 16, 2010

• The "WOW" of customer service

  Nov. 12, 2010

• Outsourcing customer support services

  Nov. 11, 2010

• Raising the bar for lawyers and customer service

  Nov. 10, 2010

• Is self-service better than live customer service?

  Nov. 9, 2010

• The keys to customer retention

  Nov. 7, 2010

• The attitude of customer service

  Nov. 5, 2010

• Improve the quality of customer experiences

  Nov. 4, 2010

• Customer service a lot less friendly in the skies

  Nov. 2, 2010

• Customer feedback gets personal

  Oct. 28, 2010

• Create a vision for excellent customer service

  Oct. 26, 2010

• Use social CRM to improve communications

  Oct. 25, 2010

• How to overcome negative brand perception

  Oct. 22, 2010

• Make it a real customer experience

  Oct. 22, 2010

• Customer satisfaction survey reflective of weak economy

  Oct. 20, 2010

• Branding is built on trust

  Oct. 20, 2010

• Combat offensive customer service

  Oct. 18, 2010

• Mixing rewards and incentives eat away at brand loyalty

  Oct. 16, 2010

• It's all about great customer service

  Oct. 15, 2010

• Good service valued over good food?

  Oct. 13, 2010

• Customer loyalty needed to maintain competitive advantage

  Oct. 10, 2010

• Attitude makes the difference in customer service

  Oct. 7, 2010

• Customer service representatives who help their communities

  Oct. 6, 2010

• Customer Service Week celebrates the best of the best

  Oct. 1, 2010

• Customer service outweighed price on JD Powers & Associates' study

  Sept. 29, 2010

• Inspirational customer satisfaction

  Sept. 29, 2010

• Quality vs. quantity in customer service

  Sept. 27, 2010

• Starbucks kicks customers out in New York storm

  Sept. 24, 2010

• Employing company vision in customer service training

  Sept. 21, 2010

• Reward programs instrumental for customer loyalty

  Sept. 21, 2010

• Impact of poor customer service in retail sales

  Sept. 17, 2010

• Social Customer Service - A completely different animal?

  Sept. 16, 2010

• Listening to customer feedback through surveys

  Sept. 14, 2010

• American consumers report downward trends in customer service satisfaction

  Sept. 13, 2010

• Is CRM the answer to better customer loyalty?

  Sept. 11, 2010

• Help your customer service staff to help your business succeed

  Sept. 10, 2010

• Employee engagement is a force behind success

  Sept. 8, 2010

• What creates customer loyalty?

  Sept. 7, 2010

• Interview with Doria Camaraza from American Express - Part 2 of 4

  Sept. 4, 2010

• The receiving side of customer service

  Sept. 2, 2010

• Positive customer experiences bring customer satisfaction

  Sept. 1, 2010

• The benefits of a process-focused organization

  Aug. 27, 2010

• Interview with Doria Camaraza from American Express - Part 1 of 4

  Aug. 26, 2010

• How to achieve customer-centricity

  Aug. 26, 2010

• Customer perks for poor customer service

  Aug. 24, 2010

• How online media affects a company's customer service reputation

  Aug. 20, 2010

• 9 Practical Customer Service Tips

  Aug. 19, 2010

• Ranking customer service for airlines

  Aug. 17, 2010

• Customer retention strategies to boost your business

  Aug. 13, 2010

• Publix announcing online-curbside customer service

  Aug. 11, 2010

• Building customer service for your eBay business

  Aug. 9, 2010

• Working on customer service skills

  Aug. 6, 2010

• Choosing a customer support option

  Aug. 3, 2010

• Advantages of using customer loyalty programs

  July 30, 2010

• Home builders providing better customer service

  July 29, 2010

• How organizations become customer-centric

  July 28, 2010

• Hospitals need better customer service to help patients

  July 26, 2010

• How to use Twitter for customer service

  July 23, 2010

• Facebook scores low on customer satisfaction

  July 21, 2010

• Customer service and care builds loyalty

  July 15, 2010

• The competitive factor of price, value, and customer service

  July 12, 2010

• Customer service solutions to diffuse conflicts

  July 9, 2010

• Building customer relationships part of American Express improved services

  July 7, 2010

• How to find the best customer service representatives for your business

  July 3, 2010

• Customer service procedures and social media preparation

  June 30, 2010

• Customer service tips for e-commerce business

  June 29, 2010

• How social media affects customer service

  June 25, 2010

• How to use a customer satisfaction survey to evaluate business performance

  June 22, 2010

• Reward employees for delivering excellent customer service

  June 21, 2010

• Employee satisfaction a key to exemplary customer service

  June 16, 2010

• Accountability in customer service

  June 14, 2010

• Airlines customer satisfaction showing improvement

  June 11, 2010

• Will customers pay extra for superior customer service?

  June 10, 2010

• More Customer Service Thank You Notes

  June 8, 2010

• Let Twitter help provide customer service

  May 28, 2010