By Peter Lyle DeHaan, PhD Many people who are not trained in the art of marketing, have the false assumption that they can run one ad and make the phone ring. This is rarely the case. Regarding the need for ongoing advertising, author Debbie Elicksen says it best: “A one-shot ad rarely works. Many businesses […]
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Bombay Calling
By Peter Lyle DeHaan, PhD I recently stumbled onto a TV program entitled Bombay Calling. It was about an offshore call center, providing a compelling exposé of an India-based outsourcing call center and the people who worked there. In a gripping documentary style, it showed both the good and the bad in offshore call centers. […]
By Peter Lyle DeHaan, PhD For some, the mere mention of it produces a spontaneous smile and causes their eyes to light up. To them, it represents the preferred way to communicate; they would be lost without it. Business leaders seek to stifle it or monetize it. Others groan audibly and roll their eyes at […]
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The Art of Follow-up
By Peter Lyle DeHaan, Ph.D. Valuable lessons can be learned from many sources. For example, the demeanor of salespeople can provide insights for the healthcare industry and the call centers that serve them. A couple years ago, I was researching software specifically developed for magazine publishers. It promised to streamline and integrate operations, as well […]
Unrestrained Marketing Can Drive Business Away By Peter Lyle DeHaan, PhD In most cases, businesses face legal restrictions when it comes to calling residential phone numbers. Aside from some carved-out exemptions, the one key exception is if there is an existing business relationship (EBR) between the company and the person they’re calling. So, if you’re […]
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Call Center Opportunity
By Peter Lyle DeHaan, PhD I received an interesting press release. The headline reads: “Mobile Companies Fail to Meet Customer Service Needs Online” The subhead says: “Comprehensive consumer study reveals that technical issues prevent consumers from accessing the services they want online.” The announcement continues: “U.S. consumers have declared that mobile operators are falling short […]
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The Politics of Calling
By Peter Lyle DeHaan, PhD With the fall elections in the United States now in our rear-view mirror, we can now take a calmer look at what happened. In the days preceding the election, more than one person shared with me their eagerness for the voting to come to a conclusion. Quite succinctly, their common […]
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Fax Removal Line: A Lesson in Futility
Unethical Business Practices Hurt Everyone By Peter Lyle DeHaan, PhD The deluge of phone calls was not how I wanted to start my week. These calls slammed my company’s sales line—with complaints against another company. What unfolded was a revealing look at the ugliness of unethical marketing tactics. Though I haven’t had a fax machine […]
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Weak Links in Customer Service
By Peter Lyle DeHaan, PhD Lately, I’ve been thinking a great deal about customer service surveys, their value, and how they are abused. Why? It seems that I’ve been using them a lot. However, before I share my most recent saga, let me go back a few years and share that story first. Protect the […]
By Peter Lyle DeHaan, PhD It’s official: last week it was announced that the recession is finally over in the United States. In fact, it’s been over for more than a year! It seems that the people who track such things wanted to be sure that we weren’t going to experience a double-dip recession, so […]