Building trust with customer strategy:

• Updating your call center employee training program

  Answer - Experts Don Peppers and Martha Rogers give tips on creating a call center employee training program that will captivate a mix of audiences. 30 October 2007

• Creative marketing ideas for difficult-to-market products

  Answer - Learn how creative marketing ideas like working with partners can help attract attention for products that are difficult to market in this tip from Martha Rogers. 26 September 2007

• Understand potential customer value before firing problem customers

  Answer - If you're making the decision to cut off unprofitable customers, make sure you first understand the customer's potential value as well as their current value. And make sure the organization has enough information to determine if the customer's complaints are invalid. 26 September 2007

• Marketing promotions and the call center: Achieving cooperation

  Answer - Expert Don Peppers gives advice on the call center and marketing departments working together on marketing promotions. 21 August 2007

• When to send a customer follow-up after a service or sale

  Answer - Expert Don Peppers offers advice on how long to wait before sending a customer a follow-up reminder after a service or sale, and what type of contact or reward is best for a customer. 20 August 2007

• Are preferred customer punch-card programs effective?

  Answer - Experts Peppers and Rogers answer a reader question about customer loyalty programs, and whether traditional punch-card programs are an effective way to build loyalty. 30 July 2007

• Gaining your customer's trust with first call resolution

  Answer - Peppers and Rogers advise a reader on how enforcing first call resolution (FCR) can increase customer trust and loyalty. 30 July 2007

• Do customer-managed relationships play a role in CRM strategy?

  Answer - Should customer-managed relationships be part of a CRM strategy? Read Don Pepper's advice here. 29 June 2007

• How can customer service and sales departments work together to build trust?

  Answer - Customer service and sales can work together to build trust, says Don Peppers in this Ask the Expert response. 29 June 2007

• Can I use multiple channels as effective marketing strategies to build trust?

  Answer - While multichannel marketing can be effective, offering customers the choice is always preferable. Learn more about marketing stategies including effective text message marketing in this tip. 16 May 2007