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Apple has decided to refund charges accidentally run-up by a 5 year old after they initially refused and the story was taken to the press. Do you think the family should have been refunded straight away - or not at all? Read More

A nasty virtual fight erupted recently between Fitness SF, a gym in San Francisco and web designer Frank Jonen. And if you work as a contractor, there’s some valuable lessons to be learned amid the drama.


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Here’s an example of what happens when companies turn a blind eye to those waiters, salespeople, mechanics, office manager, and others who have direct, missed-opportunity customer engagement.
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Do you ever think of customer service as a marketing effort? If not, you should. Word of mouth is one of the most effective, reliable forms of business referrals. If you don’t have good customer service, customers will be less likely to talk positively about you, in turn hurting business. Read More

Ever noticed when something goes wrong or takes longer than expected, you, the customer has to initiated communication? Bigger companies and corporations have figured this out a while ago (well, a good number of them, at least). They know when customers have to wait longer than expected or somethi Read More

A brand is a claim of distinction, supported by the evidence of performance.This piece highlights how important it is to satisfy the customer wholeheartedly. Brands are built by customers, only them can bring it down. Let's see some of the mistakes we do that kill our businesses. Read More

As business owners, we’d all like to think of ourselves as providers of great customer service. As small business owners in particular, it’s quite possibly your biggest differentiator. But great customer service is also about knowing how to handle problems, responding to and resolving issues—someth Read More

Holidays are joyous times when we come out of the shackles of tedious hours at office and get back to our respites. But this season to some means the best time to attract customer’s inflow traffic when they optimize the most of customer support. If you are into e commerce, gear up to prepare your c Read More

A customer trigger event is a major (although it could be a minor) event that happens in a consumer’s life, such as buying a house, that triggers the need for additional decisions regarding products or services. Read More