You’d think that with all the billions of dollars being spent on customer service and…

Here’s my take on comment cards. With comment cards I believe businesses only get feedback…

Some business people assume that hearing nothing from customers is a sign that everything is…

Four steps in giving the customer bad news: -Use a polite tone of voice. Make…

Failure to listen to your customers and employees is often a source of serious business…

In the past, most customer self-service in teractions have focused on placing and tracking customer…

Fewer than one businessperson in a thousand really thinks in terms of the incremental lifetime…

Have you ever asked yourself a question like this: “If there is already a Starbucks…

Have you ever had trouble with customers who are unhappy, and perhaps shouting and screaming?…

Every business has the potential to be great. But the reality is that most never…