Laurie Brown in the News:
2012. Year of the Customer? Grocery Headquarters Jan 17, 2012
Happy New Year! As I reflect back on this past holiday shopping experience, I am saddened to say it left me realizing once again that there are still far too many companies who do not grasp what good customer service can do for their business and conversely even more fail to understand the impact bad customer service can have on repeat business.
5 Ways to Drive Customer Loyalty from Product Returns Retail Online Integration Jan 11, 2012
Returns are often emotionally charged events. Think about it: Customers return things that don’t fit, they don’t like, can’t afford, don’t need, don’t want or weren’t what they expected.
Top 5 New Year's Resolutions From Customer Service Expert Green Industry Pros Jan 3, 2012
Laurie Brown says 2012 will be “the year of the customer” and businesses need to make changes to focus on the customer in ways they never have before.
Holiday Solutions: Dealing with Disgruntled Shoppers Accessories Magazine Dec 21 2011
According to Laurie Brown, a customer service expert and author of The Greet Your Customer Manual, “it is critical to your business to have a set plan in place to deal with disappointed and unhappy customers, especially during the holidays.”
Is Amazon's Price Checking App A Threat To Small Businesses? Today's Garden Center Dec 13
We asked business consultant Laurie Brown, author of “The Greet Your Customer Manual,” to weigh in on the issue
AT&T Ranked Worst Carrier, Again Social Tech Pop Dec 14
Laurie Brown, international customer service expert and author of the book The Greet Your Customer Manual, has compiled a few steps that AT&T can use to move towards improvement and altering their ranking in the next year
AT&T at the Bottom of Another Consumer Reports Survey Connected Planet Online Dec 7
Still, customer service expert Laurie Brown, said AT&T needs to turn things around. "Customers have the power – now more than ever."
Happy Holidays for MultiCultural Families She Knows Dec 7
Laurie Brown, international trainer, coach, speaker and author, notes that Americans interact with people much differently than people of other cultures.
How to Make a Personal Connection Entrepreneur Dec 5
Here are seven tips on salesmanship that can help you develop that special rapport with potential customers
When the Discount Craze is Done Portfolio.com Dec 5
With Black Friday over and Cyber Monday done, can holiday merchants keep up the momentum? For small retailers, especially, the real work of bringing in holiday shoppers starts when the sales frenzy is over.
Five Tips for Navigating Black Friday From Customer Service Expert Thrifty Maven Nov 24
For all of you who are brave enough to tackle crowds and hit the stores this Black Friday, international customer service expert and author of the book The Greet Your Customer Manual Laurie Brown offers five survival tips to help customers get the most out of their shopping experience.
30+ Creative Ways to Increase Holiday Sales Carol Roth Blog Nov 23
With “Black Friday” fast approaching, most businesses are eagerly looking for ways to increase their own holiday sales
Customer Service Expert Offers Tips For Small Business Saturday Giftware News Nov 22
International customer service expert and author of the book The Greet Your Customer Manual Laurie Brown says that small businesses can truly capitalize on the 2nd Annual Small Business Saturday, November 26, by following a few important steps.
Optimizing In-Store Customer Service During the Holiday Shopping Season Retail Touchpoints Nov 21
In this Q&A, customer service and sales training expert Laurie Brown highlights key takeaways from her newest book, The Greet Your Customer Manual. Brown also presents tips and best practices for store managers to create a memorable and customer-friendly Black Friday and beyond.
Small Business Saturday Details Reading Eagle Nov 20
Laurie Brown, author of the Greet Your Customer Manual, said the intention and goal of Small Business Saturday should be to win consumers for life.
Who's next? Black Friday backlash takes off Biz Journals Nov 17
Laurie Brown, a nationally recognized customer service trainer, speaker and author, said the fact that employees are disenchanted with their company’s decision to open earlier could come back to haunt them.
5 Tips for a Successful Black Friday Customer Experience 1to1 Media Nov 17
And yet, according to customer service expert and author Laurie Brown, in their eagerness to fill their coffers on one of the busiest days of the year, some stores are forgetting the most important thing: creating a great experience for their customers to ensure that first-timers will become regulars and regular customers will become advocates.
Independent Retailers Can Capitalize on Small Business Saturday IndependentRetailers.com Nov 16
International customer service expert and author of the book, The Greet Your Customer Manual, Laurie Brown, says, “Small businesses can truly capitalize on Small Business Saturday by following a few important steps.” American Express is supporting the initiative and providing the initial tools to make the event a success, but the retailers must do their part.
Dump Your Bank Day Christian Science Monitor Nov 8
“Big banks should be very nervous,” says Laurie Brown, an international expert in customer service and author of the book “The Greet Your Customer Manual.” “It is now the second day within a week that angry customers around the nation are joining together to take their money out of the big banks, transferring their funds and their business to smaller, more customer-friendly credit unions.”
When teleprompters go rogue Christian Science Monitor December 10, 2009
“Johnson had a blank screen. He’d just given the speech from memory,” says communications consultant Laurie Brown.
The Evolution of the Teleprompter Toastmasters Magazine April 2010
Novices see how adept Obama or their local TV news anchors are with the technology and think reading from a screen will be a breeze. But experts say nothing is further from the truth: “It takes a lot of practice to read a script, sound natural and not look like a deer caught in the headlights,” says author Brown, a presentations-skills trainer.
Obama Speeches Gain From Teleprompter Washington Post March 27, 2009
If anyone is to blame for this technological dependence, it is probably Fred Barton, an actor from the 1950s. As author Laurie Brown tells the story, Barton was having trouble memorizing the vast number of lines required for live television.
