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Customer Service

Cultivating Brand Romance in Today's Always-on, Distracted World

Lee Traupel | Posted 04.01.2015 | Small Business
Lee Traupel

All start-ups and brands in need have the same marketing challenge. Cost-effectively finding, keeping and motivating customers to support your business, in a world where distraction rules and attention spans are just seconds.

10 Ways To Grow Your Business Using Social Media

Andre Kay | Posted 03.31.2015 | Small Business
Andre Kay

It's better to master 3 channels, than being inconsistent on 6 channels.

Lessons for Entrepreneurs From Lee Kuan Yew

Shastri Purushotma | Posted 03.31.2015 | Business
Shastri Purushotma

While there is much to learn from this remarkable statesman and the transformative experience of Singapore that could fill many volumes, I would like to focus in the short space here on a few key lessons that entrepreneurs and companies can take from the founding and rapid growth of Singapore.

Buying a Mattress

Jasmine Jaksic | Posted 03.25.2015 | Comedy
Jasmine Jaksic

While my husband and I have a million things in common, how we deal with customer service is not one of them. Like most people, I don't enjoy interacting with them (thanks, Comcast), but he does!

Comcast Says It's Tripling Size Of Social Media Customer Service Team

Consumerist | Chris Morran | Posted 03.23.2015 | Technology

Comcast has been responding to customer complaints on Twitter and Facebook for years, but that didn’t help the company get out of the basement of cu...

Stop Asking Me for My Opinion

Liz Wainger | Posted 03.20.2015 | Business
Liz Wainger

Most companies these days seem to be in relentless pursuit of my opinion and attitude, yet the questions they ask really don't encourage conversation. Sometimes they just ask me to log on and "complete a survey." Neither approach encourages any deepening of a relationship.

All Great Brands Start With a Stellar Name: How to Create Yours and Conquer the World

Lee Traupel | Posted 03.18.2015 | Business
Lee Traupel

Every business struggles with naming their company and for good reason. For most of you, it's a process that's unfamiliar, necessitating skills that are at times one off, with not a lot of clear guidelines for finding your way home.

One Hack That Turns a Loyal Customer Into a Lifelong Loyal Customer

Peter Shankman | Posted 03.17.2015 | Business
Peter Shankman

Loyal customers are great. Implementing little hacks to guarantee them into loyal-for-life customers like Starwood has done for me this morning? Priceless.

Why Building A Community Around Your Business Is The Key To Success

Posted 03.17.2015 | Business

Williamsburg is often associated with hipsters, HBO’s "Girls" and long rides on the L train. But after finding initial success at their flagship ...

How to Let Your Customers Know You Love Them

Melinda Emerson | Posted 03.16.2015 | Small Business
Melinda Emerson

Give yourself a report card of how you've done in this area so far, and utilize these ideas in your small business. Here are some tips on how to let your customers know you love them.

Communicate Your Backstory to Connect

Dianna Booher | Posted 03.11.2015 | Business
Dianna Booher

If you intend to influence others, consider the backstory as the context -- and the gateway -- for your communication and connection.

When You Should Complain To An Airline

Map Happy | Posted 03.16.2015 | Travel
Map Happy

I suspect many flyers still take a lot lying down from airlines that they don't have to. And sometimes I run across something and wonder if a complaint is justified. Here are some flight travel situations in which kvetching might deserve some compensation.

7 Keys to Small Business Success

Kathleen Long | Posted 03.09.2015 | Small Business
Kathleen Long

As part of my job to help small businesses implement Saas software solutions, I have counseled thousands over the years. As a part of this conversation, I often came to know the business in more depth, and I have visited many of the great ones in person.

Disruptive Innovators Must Navigate Political Resistance

Mark R. Kennedy | Posted 03.06.2015 | Business
Mark R. Kennedy

When launching a firm that pursues disruptive innovation, it's best that you authentically deliver your promised benefits to society while anticipating and assessing how and where the disrupted will attempt to fight back so that you can respond in a strategic manner.

Improve Your Online Customer Service With These 5 Tips

Jonathan Long | Posted 03.05.2015 | Small Business
Jonathan Long

These days, the average consumer isn't going to call your business for customer support -- when they have a question or an issue, they are going to visit your website or reach out to your company through social media.

Customer Sues Restaurant For $100,000 Over Valentine's Day Dinner

The Huffington Post | Ryan Grenoble | Posted 03.05.2015 | Weird News

Bad service at a restaurant? Most patrons would stop giving the establishment their business, or perhaps leave a negative review on Yelp. Not Kathl...

20 Years of craigslist: A Reflection by an Old-School Nerd

Craig Newmark | Posted 03.04.2015 | Technology
Craig Newmark

Every day I'm reminded that we help people put food on the table and get a job and a place to live. Maybe we have changed the world, seriously. Sure, this isn't the usual approach in Silicon Valley or anywhere else, but I'm a nerd, and a nerd's gotta do what a nerd's gotta do.

Internal Customers: A Flawed Concept That Drives Mediocrity

Lisa Earle McLeod | Posted 02.24.2015 | Business
Lisa Earle McLeod

The very concept of internal customers waters down urgency for actual customers. It drives organizational mediocrity because internal customers never hold the same consequences as external customers.

Social Commerce Moves to Land Grab Phase at Warp Speed

Lee Traupel | Posted 02.19.2015 | Small Business
Lee Traupel

The face of sales is longer mired in the old school approach imprinted in the culture by David Mamet's culture defining "GlenGarry Glen Ross" - a tale of desperate men chasing the American dream, using outdated sales "methods."

4 Ways to Make Your Business Stand Out Among the Crowd

Jeremy Sandow | Posted 02.17.2015 | Small Business
Jeremy Sandow

So how do you differentiate yourself from the pack? How do you ensure the crowd comes to you instead of the guy down the block? I have you covered. Here are four ways you can break the mold to boost your biz.

How to Find the Right Helpdesk Software to Turbo Charge Your Business

Andre Bourque | Posted 02.13.2015 | Business
Andre Bourque

Users need support from home, while traveling and for a variety of websites, from simple to complex (not to mention those held together by paper clips and prayer).

5 Ways You May Be Cutting Off Communication With Customers

Dianna Booher | Posted 02.11.2015 | Business
Dianna Booher

For all the hoopla about how companies love their customers, it's just trash talk. I'm convinced that 95 out of 100 organizations don't care about their customers.

Sprinkles: Creating Awesome Experiences Through Innovative Service

BJ Gallagher | Posted 02.10.2015 | Business
BJ Gallagher

Chip Bell is one of my all-time favorite business authors. His specialty is customer service and no matter how many books I read on that topic, Chip's always stand out from the crowd.

Customer Service and Sales: You Can't Have One Without the Other

Nate Holzapfel | Posted 02.09.2015 | Business
Nate Holzapfel

Customer service and sales go hand-in-hand, you can't have one without the other. Most people spend most of their time thinking about new customers and forgetting the old, not realizing the high costs of customer acquisition.

The Best Marketing Tactic for Crazy Fast Growth

Jeremy Sandow | Posted 02.09.2015 | Small Business
Jeremy Sandow

What if I told you there is a marketing strategy you can use to dramatically increase your customer and client base, and it has nothing to do with social media, running ads, networking, joint ventures, speaking engagements, or anything like that.