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
Customer Service
Recent Customer Service Articles
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
New Year's Advice: Don't Sell to Jerks
When you sell to people you truly can't stand, you make yourself less effective and hurt your sales growth. Read more
Think of Your Customers as Employees
The Wired magazine founder offers a brain tickler for entrepreneurs by suggesting they involve customers more intimately in their businesses. Read more
Do You Like Your Customers?
If you don't, your business is never going to be more than a chore. And the first people to notice will be the ones who pay your bills. Read more
What You Can Learn from the Ritz-Carlton
When your employees are trained that the customer is always right, they will handle unexpected situations with the best customer service. Read more
Helping Customers Help Themselves
Your online customers need help, not template e-mails. This automated support tool learns your replies and gets smarter over time. Read more
What's Love Got to Do With Business?
Plenty. When your connection to a mission or idea that is so strong that it inspires you to take risks, your company can soar, and your customers benefit. Read more
The Worst Thing to Give a Customer Service Rep: A Script
If you give a rep latitude to proactively problem solve, he'll work more efficiently, preserve customer satisfaction, and save you money. Here's why. Read more
Angry Customers: A CEO's Best Spies
Want to know which of your employees are doing a bang-up job, and which are falling down on it? Take a few calls from irate customers. They'll let you know. Read more
Why I Love When Customers Complain
How an open-minded approach to negative feedback boosts earnings--and morale. Read more
Data Bank: What Your Customers Do When They're Mad
How many more people will your customer tell about a bad experience versus a good one? Read more
Why it Pays to Help Holiday Shoppers Relax
Retailers use festive music and decorations to put customers in the giving spirit. Perhaps they should also consider back massages and pedicures. Read more
Gary Vaynerchuk: Put a Ring on It 
Stop rushing it with customers over social media; play the long-game, and earn life-long customers and fans, says the founder of WineLibrary.com. Watch video
Gary Vaynerchuk: Great Customer Service Through Twitter-Stalking
The founder of WineLibrary.com says you can’t leave customer engagement behind in the social Web of 2011. Watch video
Do You Have a Customer-Centric Brand?
Brand strategists Chris Bryant says the U.S. economy loses over $360 billion a year due to subpar service. He offers six tips for improving customer service. Read more
How I Help People Beat Cancer
TJ Farnsworth, founder and CEO of Sightline Health, is adamant about fostering a strong culture of customer service. But that dedication was put to the test ... Read more
How Much is TMI on Your Website?
Most CEOs are hesitant about putting their e-mail address on their company website. Here's why I do it. Read more