Home » Archives by category » Columns (Page 3)

Why companies want customer complaints — and how to handle them

  By John Tschohl Guest columnist No matter how good you are at what you do, what business you’re in or where it’s located, you will at some point find yourself facing an irate customer. Maybe a product was flawed, a delivery was late or a charge was inaccurate. How you deal with that customer […]

How to break through social media clutter

Consultant Suzanne Ross of the Aerie Group in Evanston offers tips on making social media communications more meaningful.

Five ways to focus on service

By John Tschohl Guest columnist If 2011 taught us anything, it’s that service is more important than ever. A small company must know that when it does less than customers expect, they perceive service to be bad. When the company does exactly what customers expect, service is good. And when a company does more than […]

Resolve to increase sales in 2012

By Ron Volper Guest columnist The most profitable companies are the ones that regularly re-examine their business assumptions and change their sales and marketing strategies based on what worked and didn’t work in the previous year. Here are five resolutions and action plans to help you grow your business in the new year. 1. Become […]

Good planning starts with stakeholder input

By George Brown Jr. Guest columnist As businesses look toward 2012, many are developing ambitious plans to achieve their growth and profit goals. In conversations with many organizations, I hear four themes: globalization, expanding capabilities, acquisitions and investments, and sustainability. Globalization Globalization has been going on for quite a few years, but many firms are planning […]