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I’ve been thinking a lot about difficult conversations, having just given a presentation on the topic this past week. So it is only natural that I should have my own version of a difficult conversation this morning. Unfortunately, I did not measure up to my own ideas of best practice! (Reality is h Read More

Why do your customers buy your products? If you changed something about them, could you sell more? An unusual way to answer those questions is to apply the Kano Model, a product analysis approach developed by Noriaki Kano when he was a professor at the Tokyo University of Science. The Kano Model ev Read More

If you're looking to build a new website or redesign a current site, you need to get answers to specific questions before hiring any website design agency. Below are some questions you should ask. Read More

Looking for an edge up in your industry? Customer service is an area that can either make or break a business. Find out how to make sure that your customer service reps aren't sending people running to your competition. Read More

Top Ten Things Your Customer Wants by Karen Keller Ph.D. Customer retention, relationship management, and how a business owner provides customer service is extremely important to the bottom line. Read more now! Read More

Brian Morris explains how customer support is changing in the new age and how building a strong foundation is the best way to start. Read More

A recent survey from American Express found that before customers will do business with you, nearly half of them will go online to check out your customer service reputation. The survey also reported that after customers read good things online about a company’s service, they actually experience be Read More

Customer turnover is a fact of life in business. But studies show that if you increase customer retention by just 5 percent, you could increase profits by 25 percent or more. One great way to boost your customer retention program is to communicate with your different customer segments in different Read More

There’s nothing unusual about how American Express recruits and hires customer service representatives. It posts jobs online, interviews applicants on the phone, then invites finalists for in-person interviews. Read More