Customer care

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.

How to build your reputation, attract new customers and increase the amount of repeat business you get - the basics of good customer service.

Increase revenue quickly - our introduction to cross-selling and up-selling more or higher-value products to your existing customer base.

Not every unhappy customer complains - often they just go to a competitor. Others will scream and shout. How to resolve issues and retain business.

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.

How to understand your customers using CRM in order to improve customer service and exceed customer expectations

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.

From demonstrating that you understand your customers to handling complaints promptly and effectively, learn how to set up a customer care programme.

Failing to attract enough customers is worrying, but if you know why you might be able to turn things around. Here are six possibilities.

Given the cost of attracting new customers to your business – ensuring customer loyalty can be the difference between failure and success.

How do you create a positive culture in your small firm? Andrew McMillan of Charteris looks at how employers can change employee attitudes.

Testimonials offer an independent indication that you have done a good job and can help reassure new or nervous buyers. Here are ten ways to generate customer testimonials.

Big data can give you insights into your customers and improve your marketing and sales results.

BSI British Standards have published two standards to help organisations improve customer satisfaction. This article explains what they cover.

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.

Customer-facing functions need to get to know customers on a one-to-one basis, so they can anticipate customers' requirements and exceed expectations.

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.

Why your best sales people could be your customers thanks to word of mouth. Shweta Jhajharia on how to turn loyal customers into a sales team.

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?

The quality of your delivery service can make or break your ecommerce business. Chloe Thomas on how to improve deliveries and boost online sales.

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.

Word-of-mouth recommendation is one of the best forms of advertising, because it is persuasive, credible and free. Find out how to achieve it.

Cross-selling and upselling can make a huge difference to your sales figures. Find out how customer service plays a vital role in making more sales.

Keeping customers makes good business sense but it's not always easy. Here are our tips on how you can keep customers coming back to your business.

Derek Bishop, director of Culture Consultancy, considers the steps your business can take to tighten up its data security to better protect customers.

Your members of staff are the key to delivering top-notch customer service. We explain why you should hire – and fire – for attitude.

Customer service has never been so important, yet many firms seem to have lost sight of their customers' needs. You need to exceed their expectations.

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?

Understanding your customers is the secret of successful selling. The more you know about them, the easier it can be to increase their spending.

However up-to-the-minute your technology is, the human touch is far and away the best way to keep customers happy and generate more business.

Good customer care needs a personal touch, but businesses must ensure that client hospitality is “proportionate” or risk prosecution.

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.

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.