How Diapers.com Gets Customers Coming Back 
Marc Lore and Vinit Bharara lure moms to their websites to buy diapers, soaps, and other essentials. Quick delivery, simple experience, and good customer ser... Watch video
Customer Service
Recent Customer Service Articles
How Diapers.com Gets Customers Coming Back
8 Steps to Squash a Customer's Complaint
Before you rush to defend yourself or fight back remember to put yourself in your customer's shoes. Read more
Your Prescription for Productivity
Here's how a mind-body approach can help you achieve peak performance--both personally, and company-wide. Read more
The 5 Most Powerful Words in Sales
Your words help you build relationships with customers--so choose them carefully. Read more
Facebook Mobile Ads: Don't Believe the Hype
Why you should think twice about an advertising scheme coming from a company that's about to IPO. Read more
8 Guaranteed Ways to Drive Customers Away
If your long-term customers are leaving--and not coming back--you're probably making one of these mistakes. Read more
Caution: Your Business Is Not Irreplaceable
It is easier than ever for your customers to find your competitors. Make sure they do not need to. Read more
How to Fix Your Retail Website
Butch & Harold's peel-and-stick wall art, dry-erase boards, and sticker picture frames were a hit with retailers, but online sales were nearly nil. Here's ho... Read more
4 Cool Tools to Engage Customers Online
These new tools offer innovative ways to engage people who visit your site, and keep them coming back. Read more
Book Review: The Power of Habit: Why We Do What We Do in Life and Business
Author and journalist Charles Duhigg explores the power of habits--including how savvy marketers use them to activate consumer spending. Read more
The Little Things That Make or Break Your Business
Your product must be good--that's a given. But if you're going to win, it's about the experience . Read more
The Customer Is Not Always Right
In some rare cases it may become necessary to fire a customer that disrespects your team. In those cases, show your team that you have their backs. Read more
When It's OK to Ignore Costs
I know, I know: You're worried about expenses. But sometimes you need to invest in developing new friendships for your company. Read more
Want to Delight Your Customers? Map How They Feel
Make sure every interaction you have with your customers inspires a positive emotion. Read more
The Case for Sharing Company Secrets
There's one simple way to make your customers trust you: be open and honest with them from the start. Read more
How the Super Bowl Shortchanged the Web
Streaming the Super Bowl was smart. Turning it into a second-tier version of the event? Not so much. Read more
5 Steps to Saying You're Sorry
It's a mistake to refuse an apology to angry customers. Here's how to get really good at saying 'I'm sorry.' Read more
How GoPro Measures Social Engagement
There are Friends, and there are Friends . Here's how one innovative company created its own rate-of-engagement score to keep track of online user-en... Read more
Fix Your First Impression
The first place your customers meet you is online. So it's time for a spot check: Are you looking your best? Read more
Tony Hsieh's Excellent Las Vegas Adventure
In which our hero, flush with $400 million from the sale of his company, attempts to reinvent his city, Zappos-style. Read more
Start a Killer Restaurant: 6 Tips
Advice from a white guy in Texas who became an award-winning sushi chef and restaurant owner. Read more
How I Became a Customer for Life
When my family was in crisis, one company came through for us. It changed my feelings about the company & about customer service in general. Read more
What Does Your Company Look Like From the Outside?
Do you know how a client, prospect, potential hire, or member of the media really experiences your company? You need to find out now. Read more
Hey, Microsoft & Apple: Grow Up!
Outlook and the iPhone should work together seamlessly, but Apple and Microsoft refuse to stop squabbling. Read more
Beware of Sales Superstars
Some sales stars are master manipulators who can rack up big numbers--but at the cost of long-term growth. Read more
