Why Bother to Sit In with Customer Service?

Over fifty years ago, I was CEO of a record manufacturing company in Hollywood. We were the only such facility on the West coast...

Customers Are Not Always Right

Your most unhappy customers are your greatest source of learning. ~ Bill Gates I am not sure who was the first to say, “The customer is...

How B2B and B2C Customer Support Differs

All customers are not the same. There’s a stark contrast between B2B (business to business) and B2C (business to consumer). Businesses have different goals and...

Leadership Skills: 4 Ways to Achieve the Ultimate Customer-Focused Company

In May 2007, Ranjay Gulati (Michael Ludwig Nemmers Distinguished Professor of Strategy and Organizations at Northwestern University’s Kellogg School of Management), wrote an article...

What Makes an Ideal Customer?

Brian Woolf has authored two books on best customer marketing. He is often referred to as the "Godfather of best customer marketing." He says that...

7 Ways to Keep Your Customers Begging for More

For too many small businesses, customer service is still seen as a “burden.” Entrepreneurs don’t realize that this burden is actually costing them over...

Why Customer Feedback is Crucial to Running a Successful Business

Criticism about your company is hard to take, especially if it comes as a big surprise, but at least you learn something and can...

7 Important Customer-Related Definitions You Should Know

If your organization has customers, then it’s important for you and your team to know and understand the most commonly used and important customer-related...

3 Key Lessons to Improve B2B Customer Experience

Delivering great customer experience nowadays matters as much to B2B companies as it does to their B2C counterparts. The statement should not come as a...

Word of Mouth Works: A Different Perspective

Everybody knows that word-of-mouth is a major component of customer satisfaction. Most everybody thinks that most word-of-mouth is negative. There has been some interesting...

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