Kayak.com Co-Founder: 'I Wanted to Transfer Empathy Directly to the Engineers' 
How Paul English motivates the programmers at his Kayak.com travel site to respond to customer complaints. Watch video
Customer Service
Recent Customer Service Articles
Kayak.com Co-Founder: 'I Wanted to Transfer Empathy Directly to the Engineers'
Reality Check: Engagement Is Now a Way of Business
Social media changes everything. Marketing, sales, customer service, they're no longer departments; engagement is now a way of business. Read more
On Social Media, Authenticity Always Wins
This CEO takes pride in being brutally honest online--even if he offends people. Here's why he thinks you should do the same. Read more
4 Tips for Simpler Customer Service
It all boils down to a few simple fixes on your website, says the iDoneThis team. Here are their tips to help you spend less time on customer support. Read more
4 Ways to Get & Keep Customers
Sure, you can start a business, but can you get customers to keep it growing? Here's how to start. Read more
Why Your Customer Service Policy Stinks
No business is immune to unhappy customers. But making sure you meet customer service expectations can keep them to a minimum. Read more
Turn Prospects Into Customers
Grow your client base. Advice from Jenny Fleiss, co-founder of Rent the Runway, and Scott Gerber, founder of the Young Entrepreneur Council. Watch video
6 Smart Tricks to Get Better Feedback
Want to know what your customers really think? Go beyond focus groups and try some of these clever techniques. Read more
Advantages of a Woman-Owned Business
Megan Duckett, founder of Sew What, answers questions on manufacturing, trading services, and outsourcing. Watch video
How to Get Loyal Clients
Megan Duckett, founder of Sew What, talks about how she keeps high-profile clients coming back for more. Watch video
6 Most Overrated Management Concepts
These common buzzwords hide a world of sloppy thinking. Don't get stuck in any of these jargon traps. Read more
Keep Your Friends Close & Your Customers Closer
Letting customer relationships stagnate is dangerous for your long-term health. Here are three ways to let your customers know you care. Read more
How to Deliver Value to Your Customers
Leadership isn't just about answers, it's about asking the right questions says Robert Kaplan, professor of management at Harvard Business School. Watch video
4 Easy Steps for Handling Complaints
No matter how well you run your business, you'll eventually face an unhappy customer--or employee. Make sure you handle the situation well. Read more
How to Schmooze Without Being Sleazy
Schmoozing gets a bad rap, but it shouldn't. Use these nine guidelines to become a master networker. Read more
What Customers Say--and What They Really Mean
Knowing what users really want is critical to your business. Here's a translation guide for some common comments. Read more
6 Sales Tips From Istanbul's Grand Bazaar
Competition is fierce inside this ancient, 5,000-shop market. Here's how the best merchants stand out--and what you can learn from them. Read more
What Your Customer Really Wants (It's Not What You Think)
Before you blame your employees for a strategy gone awry or spend a lot of money on a new one, read this. Read more
10 Biggest Consumer Complaints
Got a consumer-facing business? Here's a top 10 list you don't want to land on. Read more
8 Customer Service Sins to Avoid
In a recent customer service survey, United Airlines came in dead last. Here's why--and how not to suffer the same fate. Read more
Whiny Customers: 5 Types of Complaints (& How to Handle Them)
Thanks to social media, complaining has never been easier. Here are a few types of cranky customers--and some good ways to handle them. Read more
Secret to Outstanding Customer Service
Growth and scale are typically the enemy of great, personal customer service--except in this case. Read more
How to Deliver Great Customer Service
Customer service tips from Angie Hicks, founder of Angie's List, and Scott Gerber, founder of the Young Entrepreneur Council. Watch video
Best Way to Keep Customers From Leaving
Existing customers seldom jump ship because of price or functionality. Here's the real reason they booted you out. Read more
Get the Most From an Unhappy Customer
Your impulse to immediately placate unhappy customers is understandable. But may actually be a missed opportunity. Read more
