Several years ago, a single problem customer changed the fate of my company. Here's the story. Read more
Recent Customer Service Articles
Criticism...who needs it! Well, you do, if you truly want to understand your customers, take the bad with the good, and spin it into gold. Here's how. Read more
Online customer service 24/7 can be hard to swing on a small business budget. But there is another solution. Read more
Author and journalist Charles Duhigg explores the power of habits--including how savvy marketers use them to activate consumer spending. Read more
Your product must be good--that's a given. But if you're going to win, it's about the experience . Read more
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