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The original CRM Saleforce calls it the “Age of the Customer” and we’re not inclined to disagree. And your marketing team agrees. About nine out of ten companies tout great customer support. But more than half of all customers are complaining of bad customer support. Today we are going to count dow Read More

Dealing with customer complaints is a vital part of any company's operation. No matter how good the company, it is always possible for something to go wrong. When something does go wrong, how it is dealt with ultimately makes the difference between an unhappy customer and a now satisfied customer. Read More

The best example of how web sites affect the health industry is the Kaiser Permanente’s Medicare health plan website. The web site has been a benchmark site for four straight years, exceeding excellence in MedicareWebWatch certification standards according to HealthMetrix Research Inc. Here are the Read More

Business owners are not always going to get positive reviews, no matter how hard they try to put client satisfaction first. Here are three simple steps to responding to potentially damaging reviews. Read More

Did you know that you can use Twitter for customer service? You no longer need to be limited to live chat, phone and e-mail? Now, you can also assist your customers on Twitter. Read More

Customer support is an integral part of every business. You need to interact with your customers, to support their needs, and to provide them answers. More often than not, these important interactions happen in the call center, and therefore should be given the proper attention and investment. Read More

Learn why including a return envelope in with your invoice is a good idea when you bill the customer for your services. Read More

Ignoring customer service? You have a problem no matter how great you are at— whatever. Listen up, Nissan, Nissan World of Denville, and Nissan of Manhattan. Read More

Hotel websites - The ultimate welcome mat. For many travelers, the Internet is the first go-to place when researching possible vacation destinations and hotel options. Read More