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What I Learned from a DirecTV Representative

I recently became a DirecTV customer after many years with Time Warner Cable.  The divergent customer service experience that I encountered with these two companies reinforced a few lessons that I want to share with you.

It all started with a call to DirecTV to cancel my order due to a misunderstanding I had [...]

Opportunities in Customer Service

Recently I was in the market for a new laptop computer.  I found what I was looking for on  Everything was going swimmingly until I hit the button to choose the store location from which I would pick up my new purchase.

I choose the location nearest my home and found out that [...]

On Hold

Have you ever wondered what happens when you put a customer on hold?

A friend of mine shared the following story about a recent shopping experience that may prompt you to think differently about putting customers on hold.

For many months, he had contemplated jumping back into a neglected hobby but he failed to [...]

Sitting on the Beach Dashboard

If you were sitting on a beach armed only with a Smartphone or laptop and you could only spend one minute reading an email that contains the key performance indicators about your business, what would those indicators be?

That is a difficult question for most business owners and entrepreneurs to answer off the top [...]

Customer Retention - Part III

Given the importance of customer retention outlined in Parts I and II, developing a strategy of renewed focus on your existing customers might be in order.

According to Jay Abraham’s best-seller, Guerrilla Marketing, he argues that business owners should spend the majority of their marketing efforts on existing customers. Here’s how he breaks it [...]

Customer Retention - Part II

To continue our discussion about customer retention, let’s examine why it is often neglected.

Do you suffer from Apathy-After-the-Sale Syndrome? It is a common affliction experienced by business owners and entrepreneurs. The primary symptom is a lack of interest in and focus on current customers. The cause of this ailment is due to our [...]

Customer Retention - Part I

What follows is Part One of a three-part series about customer retention. In this post, we discuss why this is an important topic followed by a discussion about apathy after the sale. The series concludes with a discussion around how to maximize customer retention.

At Clarity Coaching, we argue that, in addition to your [...]