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customer service

What Good Are Customers If They Don’t Come Back?

Acquiring new customers is known as 'front end' marketing. Winning new customers is definitely an important way to increase sales, but customer retention or getting your current customers to come back to you is equally important. This concept is known as 'back end' marketing. Increasing the number of times your customers buy from you is the easiest…
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The reality of success

I’ve been following Michel Roux’s TV programme on customer service, a subject that interests me.  A motley crew of young people are competing for a scholarship with him. Roux certainly comes across as a very patient and good mentor, but something has begun to worry me here.  It’s something that we’re seeing a lot in the media and it does have…
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