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Customer service is an integral component of customer loyalty. Following is the formula for getting it right. Read More

I've written often that one of the ways to create goodwill, positive buzz and happy customers is to exceed expectations. Responding proactively to problems offers, in my opinion, one of the easiest ways to exceed expectations available. Problems happen, that's a fact, and you can choose to respond to customer challenges, problems, let downs, scre Read More

Steve McKee of Business Week talks about identifying your customer base and forgetting about trying to please everyone. There are some good points here about niche marketing but it may be a good idea to avoid positioning your product before you find out who really wants it. Read More

A contact point is any person or resource that allows the customer to be in touch with your company. Your business contact points are the lifeline to your company. As your business floats in space it's critical to have a strong, reliable line out towards your customer who is the only source to get you where you need to go. Read More

In this economy, entrepreneurs need to know what their customers are thinking. One tip: Go out and ask them. Read More

Your Web site should be crafted, designed and set up to clearly convey the information, values and trust signals that your customers are looking for. And here are nine trust indicators to help you do that. Read More

These are the best of the stores, these are the worst of stores. 2 tales of 2 competitors, with the small business, the one that cares, the one that provides solutions for the customers' needs...being the winner. (That's the way it always is...) Read More

It's easy to hang on every positive word a customer utters, and quietly dismiss any negative criticisms, but as Richard Branson points out in this short interview segment with Seth Godin, listening to all customer feedback should be part of your business strategy. Read More

The No. 1 reason customers stop doing business with a company is a perceived attitude of indifference. They don't think companies care about them, as a valued customer or as a person. Trusted business relationships, much like friendships, require time and regular contact. Here are three action steps to show your customers the love. Read More