http://www.piworld.com Copyright 2012 North American Publishing Company en-us http://blogs.law.harvard.edu/tech/rss Reviewing a sampling of the 12,000 print buyer surveys we collected in first quarter of 2012 revealed that speed and accuracy are mentioned consistently when praising or complaining about their buying experiences. While courtesy and friendliness... ]]> Mon, 23 Apr 2012 15:14:20 EDT Do you know how loyal each print buyer is to your business? Do you have an early warning system that lets you know when a customer is looking around? Or, do you just have a gut feeling that you are doing great? That is a dangerous assumption.... ]]> Wed, 15 Feb 2012 09:03:45 EST Conducting a customer service process audit will enable you to do a deep dive into your operation to understand the customer experience firsthand. Here are six items you can quickly check: 1) Check your job status or update process. Grab any... ]]> Wed, 01 Feb 2012 12:00:32 EST Last week, I got a call from a printing company owner down in Atlanta who many would say has a mediocre business plan. By the end of our conversation, I was laughing so hard because I was so wrong about the state of his business. The office could... ]]> Fri, 23 Dec 2011 15:14:14 EST Each month, I read hundreds of my printer clients’ buyer surveys and the same CSR names come up in the comments. Buyers go out of their way to explain their appreciation to these reps’ bosses and rave about the service they received on... ]]> Thu, 08 Dec 2011 12:07:22 EST Do you have the guts that Netflix has? Are you up to firing some of your low-margin, want-everything-for-free type customers? My last month’s blog was about learning from Netflix as it raised prices and alienated a segment of its customer... ]]> Thu, 10 Nov 2011 10:42:28 EST The motel staff at the Best Western, W. Ohio St. in Chicago, was great during my recent stay for Graph Expo. But over the past month, I came to the conclusion that the United States needs to continue to raise the bar in customer service. We are... ]]> Thu, 13 Oct 2011 15:12:07 EDT There are few cash cows left in the printing industry so some owners need to revamp their thinking. Get more psyched about their business. Get self-motivated again. Embrace new opportunities such as QR codes, social media, or... ]]> Mon, 12 Sep 2011 23:11:05 EDT Print buyers and prospects are watching you. How do you know if your house is in order? Are you prepared to court new business? Let’s start with the basics. 1) Phone systems and plain ol’ etiquette. Think of your customer’s... ]]> Thu, 18 Aug 2011 14:44:05 EDT Raising Prices? Think your customers will notice? Printers can learn a ton from the recent Netflix price increase. You think our industry is changing! The old, crusty movie rental industry is changing even faster. First there was brick and... ]]> Mon, 18 Jul 2011 16:34:02 EDT After getting my fifth useless e-blast from a vendor partner this week, I started opting out of everything I received from my vendor partners because of pure frustration. I buy from them, but they hit me too hard with thoughtless messages. Sorry,... ]]> Wed, 22 Jun 2011 16:33:19 EDT