The Most Important Component In a Relationship
August 31, 2010, 9:00 AM
You will eliminate problems if you invest time in becoming a more effective communicator.
The Importance of Customer Referrals and Thoroughness
August 29, 2010, 6:35 PM
A company can't afford to lose business for any reason in a tough economy like this.
Carpe (The Customer Service) Diem!
August 26, 2010, 11:45 AM
“Just a 5% increase in customer retention, can boost profits by as much as 125% ...
Of Changing Customer Needs, Knowledge Bases, And Call Centers
August 25, 2010, 12:05 PM
I became frustrated every time I failed to reach a blog or website. Each time I did, my loyalty to Blackberry dropped.
Two Questions Customer Service Reps Should Ask
August 22, 2010, 3:30 PM
The epiphany hit us both at the same time.
(Some) Customers DO Want Relationships
August 15, 2010, 7:25 PM
Since tone isn’t conveyed through this particular medium, let’s pretend that he and I are sitting around a table having just finished a great meal and now we’re having our favorite adult beverage. You’re welcome to join the conversation (but ...
Social Media Isn't Always The Right Answer
August 04, 2010, 12:00 PM
But that doesn’t mean EVERY organization needs to have a social media presence.
Tom Peters On The Key To Southwest Airlines' Success
August 02, 2010, 2:55 PM
Now listen to Tom Peters talk about the philosophy that shapes their corporate culture. (2:26 Video) ...
Smooth The Customer's Path
July 25, 2010, 6:00 AM
If I’m sitting at home in the evening, and my wife reminds me that the microwave is still broken, I can go right to the fridge and call. But if I don’t have it readily accessible, I have to go ...
How To Lose Customers And Fail At Business
July 24, 2010, 11:50 AM
Take this simple “True-False” test to determine how product-centric your organization is.