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Use Customer Service to Win Loyal Clients ...xperience strategy book, and is owner of Susan Hoekstra & Associates, a service consulting firm focused on the client experience. Susan is an experienced senior manager, customer service presenter, trainer and client experience consultant who spent the past 25 years working with multi-sized, fast-paced, highly volatile companies in various industries. Over the years, she has developed a  more...

Advanced Customer Service Planning for Services Firms ...xperience strategy book, and is owner of Susan Hoekstra & Associates, a service consulting firm focused on the client experience. Susan is an experienced senior manager, customer service presenter, trainer and client experience consultant who spent the past 25 years working with multi-sized, fast-paced, highly volatile companies in various industries. Over the years, she has developed a  more...

Customer Service for a Social Media World ...xperience strategy book, and is owner of Susan Hoekstra & Associates, a service consulting firm focused on the client experience. Susan is an experienced senior manager, customer service presenter, trainer and client experience consultant who spent the past 25 years working with multi-sized, fast-paced, highly volatile companies in various industries. Over the years, she has developed a  more...

Profitability Strategies for Service Firms Find the cost sinkholes that are draining your profits Business leaders in service firms are under enormous pressure to find opportunities to reduce costs. While you have already undergone a round of cost-cutting, the cuts did not produce the expected results to the bottom-line. The company is relying on you to create cost reduction strategies without damaging the brand, but you've exhausted  more...

Unconventional Marketing Strategies for Small Business Owners Boost revenue and profit in this stressed economy Small business owners are struggling now more than ever to grow revenue. Cash flow is limited and return on investment (ROI) dictates where this money is spent. You need to question where to invest marketing dollars how to measure performance and what to expect from ROI. Your marketing budget must be invested wisely or you will suffocate your  more...

How to Handle Customers Who File for Bankruptcy ...tor and Senior Consultant at Commercial Credit Management Associates, LLC (CCMA) and the founder of the company. Mr. Philbin's entire working experience totalling 35 years has been solely in Corporate Credit & Collections Management to which he has distinguished himself as a leader in numerous industries. Mr. Philbin has obtained the coveted designations as Certified Credit Executive (CCE) from  more...

Use Customer Service to Win Loyal Clients ...xperience strategy book, and is owner of Susan Hoekstra & Associates, a service consulting firm focused on the client experience. Susan is an experienced senior manager, customer service presenter, trainer and client experience consultant who spent the past 25 years working with multi-sized, fast-paced, highly volatile companies in various industries. Over the years, she has developed a  more...

Use Customer Service to Win Loyal Clients ...xperience strategy book, and is owner of Susan Hoekstra & Associates, a service consulting firm focused on the client experience. Susan is an experienced senior manager, service presenter, trainer and consultant who spent the past 25 years working with multi-sized, fast-paced, highly volatile companies in various industries. Over the years, she has developed a penchant for developing service  more...

Customer Service for a Social Media World ...xperience strategy book, and is owner of Susan Hoekstra & Associates, a service consulting firm focused on the client experience. Susan is an experienced senior manager, service presenter, trainer and consultant who spent the past 25 years working with multi-sized, fast-paced, highly volatile companies in various industries. Over the years, she has developed a penchant for developing service  more...

How to Handle Customers Who File for Bankruptcy ...tor and Senior Consultant at Commercial Credit Management Associates, LLC (CCMA) and the founder of the company. Mr. Philbin's entire working experience totalling 35 years has been solely in Corporate Credit & Collections Management to which he has distinguished himself as a leader in numerous industries. Mr. Philbin has obtained the coveted designations as Certified Credit Executive (CCE) from  more...