In 2009, the Treasury Department introduced the HAFA program to provide a viable option for homeowners who are unable to keep their homes through the existing Home Affordable Modification Program (HAMP). The HAFA program took effect on April 5, 2010—although some servicers may implement it sooner, if they meet certain requirement–and sunsets on December 31, [...]

When times are tough and customer dollars are scarce, the companies with excellent customer service standards weather the storm. A company culture that places high value on strong relationships with its customers, from hiring empathetic staff to encouraging employees to take ownership of their roles and responsibilities, creates an overall attitude that attracts customers, say [...]

Do your customers feel the love? Not the ho-hum, check-the-“satisfied”-box-on-the-survey kind of love. We’re talking about the kind of warm-and-fuzzies that inspire spontaneous thank you letters. If your customers aren’t head-over-heels gaga about you, then you’ve got work to do, says Jeanne Bliss, author of Chief Customer Officer: Getting Past Lip Service to Passionate Action. [...]

Innovative concepts begin during times of dramatic change. The new year will provide interesting opportunities to an extent that sales professionals have not experienced since the 1980s, contends Drew Stevens, PhD, a leading sales expert and author of Split Second Selling. “We are moving toward a pre-boom economy, and selling professionals and managers will need [...]

To paraphrase Lt. Saavik in Star Trek II – The Wrath of Khan: “Trust. It is a difficult concept. It is not logical.” Many people look at social media with disdain, others see it as a panacea. Wherever you are on that continuum, you need to be yourself and you need to be trustworthy, lest [...]