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Bosses can learn a lot by going undercover in their own company. However, I don't think that you need to go undercover to obtain valuable information that can help you... Read More

Put in the upfront work. When you talk to an old friend on the phone, it can feel like you've never been apart. But that's because you've already established a rapport: you can visualize what they're doing, you know what their conversational pauses mean, and you can tell whether their laugh is genu Read More

Social media is a great customer service tool for small businesses. Adding social media customer service offers responsive results to your customers. Read More

How will customers act and think differently in the coming year? A new report called “12 Crucial Consumer Trends for 2012” from TrendWatching.com offers some insight into that question. Here are five trends from the report that are worth noting in the year ahead. Read More

Too many options out there today to attract your customers, and price is just one of them. Stay top of mind for your GOOD customers & get the loyalty you need. Read More

Today, organizations try to improve brand loyalty among consumers in order to retain more customers, even though the task is often cited as being one of business' most challenging tasks. Nevertheless, a successful contact center will likely be able to keep clients coming back if they have an except Read More

Customer service is a part of the job for every small business owner. Review Emily's seven tips to make sure your customer service process is up to par. Read More

The 2011 Sales Satisfaction Index Study from J.D. Power reports that American customers are more satisfied with the car-buying experience than ever before. But here’s a surprising fact. Car dealers are apparently increasing customer satisfaction by slowing the sales experience, not speeding it up. Read More

It is beyond doubt that every entrepreneur has difficult clients. When you just start cooperating with a new client you do not know what kind of person he is and how much effort is needed to make everything the way he wants. Read More