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It is possible for any product or service that is viewed as a commodity to become invaluable if the business can create a memorable experience as it moves down a common evolutionary path. Read More

In 'real world' shopping you can look your customers right in the eye, chat with them and thus understand what they want, or guide them to a certain item. And if they come back again and again, it's partly because they like you or your staff, as much as liking your product (unless you're in a specialized field). Read More

Which comes first, like or trust? Do customers need to believe you or think you're a great guy? Which is most important -liking you or trusting you? Read More

Too many people look at customer service as a cost center, when it really should be a profit center. I recently read B-A-M!: Delivering Customer Service in a Self-Service World and it’s an important refresher and reminder of the importance of great customer service. Customer support is something I’ve obsessed over for many years. Here are 9 important reminders + revelations from B-A-M. Read More

This article is about a recent visit to a coffee shop and why the author chose one over the other. - And guess what, it had nothing to do with the coffee! It's about the experience that each place offered. So what experience does your small business deliver? Read More

Every interaction your business has with a customer is marketing. Well, Customer Service is a huge marketing component. Do it right or die. Read More

Whether we like it or not, business these days revolves around the use of credit or debit accounts and if you're involved in e-commerce you have to address this situation. Read More

An upset customer calls to complain about a product or service, and you’re caught completely off guard. How do you react? According to Maribeth Kuzmeski, author of The Connectors: How the World’s Most Successful Businesspeople Build Relationships and Win Clients for Life, you can use this opportunity to truly connect with your customer and build customer loyalty. Read More

Focus on Customer Excellence, Sustainability, and Quality and mean it! Over the last decade retailers like Wal-Mart have evaporated margins, chased away U.S. manufacturing and brainwashed the consumer to believe that cheap is good regardless of quality or service. Read More