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Have you looked at Undercover Boss on CBS on Sundays? The premise of the show is that the boss spends a week undercover with the front line employees to gain a better understanding of what is going on in his organization. It is really an eye-opener! Read More

This Sunday’s episode of Undercover Boss, focused on GSI Commerce and it’s CEO Michael Rubin. It’s all about direct marketing, customer service, call center training and shipping and fulfillment. Lots of great nuggets of info to learn from here.
Watch the episode for free click here Read More

Ignoring or mishandling customers who complain can be the downfall of your company. Yet, unsatisfied customers, when satisfied, are ten times more loyal to the company than happy customers. In fact, they often become vocal brand ambassadors for the company. Includes Video and Top Ten List to capitalize upon this opportunity. Read More

Barry Moltz, author of BAM! Bust-A-Myth: Delivering Customer Service in a Self-Service World, answered that question recently. Who better than Barry to answer this? His book, a great book, lists 19 customer service myths. And he busts them all. But these were his 3 favorite myths. Read More

In today’s highly competitive business environment, understanding your target audience and how your product or service offerings differ from the competition’s is especially important. That’s where customer satisfaction research comes in. You need to ask your customers how your company is performing in their eyes, rather than make an educated guess about what they think of your business. Read More

How to add a little extra to your clients purchase, make them feel good about their purchase. How this will spread word of mouth and referrals for your business. Read More

Is your company a great innovator? According to business development expert Dan Adams, author of “New Product Blueprinting: The Handbook for B2B Organic Growth,” the true litmus test is customer engagement. “Too many companies fail to factor the customer into their innovation efforts,” he says. Read More

In today’s tough economy, it’s no longer enough to generate great ideas for your growing business. To get ahead, you have to communicate effectively to customers as part of the relationship marketing process. That means connecting on an emotional level. “You have to learn to show your value,” says Maribeth Kuzmeski, author of The Connectors: How the World’s Most Successful Read More

This week I read Seth Godin's Unleashing the SUPER Ideavirus on Vook. I really enjoyed the material, and I absolutely loved experiencing the content as a blend of text, video, and hyperlinks. This is my first time purchasing an eBook (I've read a few free pdfs) and it was an overwhelmingly positive experience.

But I still won't be buying eBooks... Read More