| April 9, 2008 | News for association and chamber leaders |
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| Business Leadership |  |  |
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- How to create a formal customer-complaint strategy
Small businesses could benefit by developing a plan for handling customer complaints and following it consistently. A complaint policy should include a way for people to complain; methods for keeping track of the complaints and analyzing them; identifying who is responsible; procedures for responding; and follow-up. NewsFactor Network
(4/7) 
- HR expert: Cultivate diversity in work force
The best way for a business to cope with an increasingly diverse environment is to "embrace" it, says human relations consultant Bob Kustka of TheFusionFactor.com. Companies need to lay out a strategic plan for accessing the diversity in their work force and create an atmosphere that values diversity. BusinessWeek.com/Today's Tip blog
(4/3)
- Staying competitive means more than pleasing clients
Companies often become so focused on customer requests that they miss new threats from competition and technology. In addition to fine-tuning operations to make customers happier, companies need to stay alert to the competition, emerging technology and changes in government rules. Forbes
(4/7)
- Bring exec into sales call for relationship building
Bringing an executive into a sales call can help boost communication with a customer, and some key tips can help make the call more successful. They include making sure to prepare the executive with relevant facts and giving the executive an account plan or relationship analysis. Miller Heiman
(4/1)
| Quick Poll | | |
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Poll: Does your organization have a formal customer-complaint strategy?
Look for the results from today's poll in the Editor's Note section of next week's U.S. Chamber SmartBrief.
 | Yes -- we have a proven and effective system. |
| We do, but it needs some fine-tuning to be more effective. |
| No -- we handle complaints on a case-by-case basis. |
| CEO Update | | |
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CEO Update and U.S. Chamber SmartBrief partner to bring you exclusive association and other nonprofit reports and career listings.
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| Chamber Spotlight | | |
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- Mass. town's chamber provides portable toilets for tourists
The chamber of commerce in Sandwich, Mass., is paying for the installation and service of portable toilets near the village center, ending a troublesome shortage that has plagued shop owners during busy tourist season. "As far as porta-potties go, they were the nicest ones I've ever been in," said Paul Whitaker, owner of Paul's Bean & Bagel, after the toilets had a test run last fall. Cape Cod Times (Mass.) (tiered subscription model)
(4/8)
- N.Y. town's chamber sponsors green-themed Home Expo
The Cayuga County Chamber of Commerce in New York helped increase awareness about emerging green technologies and energy conservation by sponsoring Home Expo 2008 in Auburn, N.Y. The Board of Cooperative Educational Services Regional Education Center, which housed the event, is eco-friendly and operating 42% more efficiently than required by code. The Citizen (Auburn, N.Y.)
(4/7)
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| Association Watch | | |
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- U.S. considers ways to value complex, opaque securities
Robert Steel, U.S. Treasury undersecretary for domestic finance, said American authorities are looking at ways to establish benchmark descriptions, and possibly valuations, of complex mortgage-backed securities to boost transparency. Some experts say an industry association such as SIFMA, which is led by former JPMorgan Chase Vice Chairman Tim Ryan, could spearhead the effort to establish benchmark approaches to valuations. Steel said the Treasury is still exploring the idea and has not yet developed proposals. Financial Times (free content)
(4/4)
- API: Loss of tax incentive would hinder oil production
 U.S. consumers need more energy from a variety of sources -- including oil, API President Red Cavaney writes in a blog at USATODAY.com. The oil and natural gas industry is not opposed to tax incentives for the development of alternative energy, but paying for these incentives by taking money away from the oil industry will eliminate income that would be spent producing more oil and gas. The industry spent $1.25 trillion on long-term energy projects between 1992 and 2006, he said. USA TODAY
(4/2)
| U.S. Chamber News | | |
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U.S. Chamber of Commerce Partners with National Geographic on Groundbreaking Film: "Illicit: The Dark Trade"
Counterfeiting and piracy costs the U.S. economy $200 billion to $250 billion per year. To combat this growing problem, the U.S. Chamber has collaborated with National Geographic in the creation of "Illicit: The Dark Trade" to expose the criminal networks behind the global trade of illicit goods. Tune in to PBS on April 16 or find your local listing here.
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Survey: Friends of the U.S. Chamber wants your input
Friends of the U.S. Chamber was created to give constituents throughout the country a platform to voice their opinion on legislation that affects the business community. Take our survey and let us know what your top issues are, how you feel about the current economy, and learn about ways to get involved. For more information visit www.friendsoftheUSChamber.com.
| U.S. Chamber Member Benefits | | |
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| Editor's Note | | |
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Poll results: How beneficial do you think manager simulations would be?
 Last week's poll asked readers how beneficial manager simulations would be. - 44% said very -- any training can only benefit the manager.
- 40% said it depends on the program and the manager.
- 16% said not very -- managers learn best with on-the-job training.
| SmartQuote | | |
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 | Resolve never to quit, never to give up, no matter what the situation."
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| | Recent U.S. Chamber SmartBrief Issues:
- Wednesday, April 02, 2008
- Wednesday, March 26, 2008
- Wednesday, March 19, 2008
- Wednesday, March 12, 2008
- Wednesday, March 05, 2008
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