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The customer experience is one long ride made up of multiple episodes; as such it is important to ensure these episodes are dealt with in a consistent and timely fashion. This post looks at how CRM can help. Read More

Small Business Trends Radio:

Brent Leary's interview with Maggie Lang of Kimpton Hotels. Read More

Long-term relationships have a different meaning than they did, say, a few decades ago. Whether it’s personal or involving business, a relationship is the cornerstone of success and longevity. Read More

Yeah, yeah.

The gurus tell you to love your customers.

But sometimes customers aren’t so lovable. They’re lazy. Impatient. And they bother you with questions that are answered on your website. Are they stupid?

When listening to complaints and silly questions it’s hard to keep your cool and Read More

We meet a lot of people, some in person and many more through various forms of social media. Whether they’re prospects, clients, friends or “friends” (the Facebook kind), maintaining a relationship with everyone is crucial to your business. After all, you never know what might happen down the road. Read More

In the past, customers called or had to come to our office; today the majority of people want to get their information online. Read More

You’ll be amazed how easy it is to obtain loyalty when your customers feel appreciated and involved. Read More

Bad customer service is costing your company money. This infographic outlines the statistics behind customer service. Read More

An interesting distinction that will have a significant impact the future of your business. This is an interesting article to read. It will have you looking at customer service from a different perspective. Read More