Selling in the Post-Internet Age
The Internet has utterly transformed the way that companies buy and sell. Read more
Customers
Recent Customers Articles
Protecting Your Online Reputation from Trolls: 8 Tips
Some customers have legitimate complaints. Others are just itching for a fight--or a refund. How to respond. Read more
Content Your Customers Actually Care About
Offer expertise and knowledge to help customers--don't just sell to them. Read more
Would You Get Naked With a Customer?
In some cultures, getting naked with customers is just part of doing business. Read more
The Real Reason Your Marketing Doesn't Work
You may have a bunch of demographic stats, but do you really understand how your customers feel? Read more
Business in Trouble? Tell Your Customers
When this café ran into financial trouble, the owners did the only thing they could: They asked customers for help--and help they did. Read more
Turn Your Toughest Customer Into Your Biggest Fan
These 7 tips will help you transform your most difficult clients into big marketing victories. Read more
Customer Service, Holistically
Two online platforms that help small businesses respond to customer commentary. Read more
Silver Lining for the Broken-Down Carnival Cruise? Praise for the Ship's Crew
How Carnival employees handled a filthy, smelly fiasco in the Gulf of Mexico can teach you a thing or two about top-notch customer service. Read more
The Scarcest Thing in Business (And How to Deliver it to Your Customers) 
The wine and social media entrepreneur on what customers value most and businesses and entrepreneurs don't do enough of Watch video
Why Fewer Customers Will Help You Grow Faster
Focusing on a smaller number of customers might actually fuel your growth instead of impeding it. Here are four ways to make it work. Read more
The Best Content Marketing Is Free
You could outsource this marketing, or you could tap a rich--but free--source of content right in front of you. Read more
My Favorite Way to Dump a Bad Customer
There's one simple and foolproof way to get rid of a bad customer without taking on emotional baggage. Read more
The One Thing That Keeps Customers Coming Back
The co-founder of Gilt Groupe on the value of scarcity and the imperative to keep things fresh. Watch video
3 Rules of Success in Online Marketing
How Gilt Groupe uses every and all social media platforms to build the Gilt brand. Watch video
Where Gilt's Best Ideas Come From
The co-founder of Gilt Groupe reflects on the source of her company's freshest and most creative ideas. Watch video
How To Create Loyal Customers
The co-founder of Gilt Groupe reflects on how the company maintains an intimate customer experience even as the company grows. Watch video
Make Better Decisions Using Customer Data
Gathering data is not enough--it's what you do with it that drives profitable growth. Read more
Why I Love My Angriest Customers
What do you do when a customer says you should be "hunted down and beaten to death"? Evernote's CEO, Phil Libin, treats it as market research. Read more
Musician Dave Carroll Takes on Bad Customer Service
When United Airlines broke Dave Carroll's guitar, he took to YouTube. Now, Carroll has launched GripeVine and Resolution 1 to fix companies' customer service... Read more
"Made in the USA" Gets a Makeover
American manufacturing has a new artisanal image--and a new ad agency from the creative team of Crispin Porter + Bogusky. Read more
JJ Ramberg: Never Say 'No' to a Potential Customer
Instead, the host of MSNBC's Your Business says you want to talk up something you do offer. Here's how. Watch video
You Don't Have to Be a High-End Firm to Offer High-End Customer Service
A recent trip using Enterprise Rent-A-Car reminds me luxury customer service isn't expensive, but hugely desirable. Read more
Evernote Founder Phil Libin's Rule for Success: No Tricks
Phil Libin, the founder of Evernote, once used sleight-of-hand to play up strengths and downplay weakness. He's found a better strategy for building strong r... Read more
Amazon Deletes Negative Reviews and Gets Away With It...But Can You?
Reviews and ratings can build you up--or take you down. Tips to harness them successfully. Read more
What Your Customers Would Love to Tell You
Customers are your best insight into launching a new product if only you're willing to listen. Read more
Create an Awesome Welcome Email: 7 Tips
That first email is like the all-important first impression on a hot date. Here's how to pique your customers' interest. Read more
Get Inside Your Customers' Heads: 3 Ways
Find new ways to mine the most important insights to improve the customer experience. Read more
Are You a Low-Touch Retailer in a High-Touch World?
You can't cost-cut your way to great service. A survey of retailers reveals where they invest to make sure they keep customers happy. Read more
The Profitability Illusion
If you aren't providing profitable products and services, you may not be creating true customer value across the business. Read more
Sidestepping the Needy-Customer Trap
Company founders cultivate their customer base with great care. But there comes a point when it's best to delegate. Read more
Why Your Shipping Policy is Losing You Business
If you're a small retailer, you've got it hard enough; don't lose a potential customer because of bad customer service and annoying store policies. Read more
The Sticky Customer Trap
Are you creating value with your best customers, or is it just an illusion? Here's how growing revenue can lull you into complacency. Read more
5 Customers You Should Fire
In 18 years of running my own business, I've found it's important to know when to turn the tables and fire a client. Here are those five times. Read more
Nurture Your Most Profitable Customers
Profitable growth is more achievable if you focus on identifying your most valuable customers--and keeping them happy. Read more
