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Recently, Edmunds.com filed a major lawsuit about the online reputation management firm Humankind Design after the firm posted fraudulent comments on the site. The outcome of this case could have serious repercussions for the online reputation management industry. Read More

After keynoting the Independent Distributors Association annual convention in Banff, Alberta, Canada, I received an email from my client that blew me away. How can this be hard to do? Read More

It's best when it's delivered proactively, but doing great customer service can change things after the fact, too. Although it's probably too late for Verizon Wireless. Read More

Nearly half of all smartphone users agree that a business phone number, or lack thereof, affects their purchase. Find out why adding click to call is an easy fix. Read More

Think back to the last time you bought something. Was it because you were thirsty, and got yourself a refreshing drink? Or maybe it was because you were heading to a birthday party and needed a gift. Just like your own purchasing actions are influenced, so are your customers. Read More

The best thing a business can do is to let customers do what they want to do, easily and completely. Marshall Lager talks the Mobile CRM customer advantage. Read More

The actual cost of broken appointment is high. The question is how to manage the number of broken appointments. The research shows how dental practices decreased broken appointments rate. I believe any business can use these ideas as well. Read More

When we talk about amazing customer experiences, a handful of companies always come to mind: Zappos, FedEx, Amazon, Apple, and so on. When it comes to Apple, the nexus of their customer experience occurs in their legendary Apple Stores. Chances are, if you own an Apple device, you’ve spent some tim Read More

Like most women who work at home, you undoubtedly have a solid web presence. The trick to attracting customers is to mine that web presence for all it is worth. Here is how you do that. Read More