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Customer Service

Why We Benefit From Eating Humble Pie

Craig Dowden | Posted 09.08.2014 | Business
Craig Dowden

Although this may seem like a reasonable assumption, both research and case studies highlighting the benefits of humility and vulnerability have emerged in recent years. One of my favorite real-life examples comes from Domino's Pizza.

The Complete Guide to Using Social Media for Customer Service

Courtney Seiter | Posted 09.02.2014 | Technology
Courtney Seiter

Ready to do something really groundbreaking and revolutionary in social media marketing? I've got just the thing: customer service.

Anna Almendrala

Customer Service With A Smile Comes At A Big Price | Anna Almendrala | Posted 07.07.2014 | Healthy Living

Customer service with a smile is the American way, but faking it all day can take an emotional and physical toll once workers head home, according to ...

Why Social Media Requires Being Human

Ian Altman | Posted 09.01.2014 | Business
Ian Altman

While on a trip to California to speak at an event last month, I took the opportunity to see how hospitality and travel companies respond (or don't respond) using Twitter.

One Simple Rule To Succeed As A Small Business -– Customer Service

Joseph Jaconi | Posted 06.27.2014 | Small Business
Joseph Jaconi

With customers eager to blast bad news about a company, product or experience, small business owners now have to start taking customer service more seriously or else one minor mishap could send current patrons away and practically shut the door on any potential new clientele.

Laughing and Learning in Rwanda

Blair Forlaw | Posted 08.23.2014 | Good News
Blair Forlaw

Here's a good story about 12 young Rwandans, born in a terrible time of violence and genocide, who are playing very positive roles in their country's growing hospitality sector. It's a funny story, too.

Customer Service Shouldn't Be A Lost Art

Piero Selvaggio | Posted 08.18.2014 | Small Business
Piero Selvaggio

The reality is this: customer service, when extraordinary, can be the one factor that can launch your success story and float your business through the hardest of times.

Why Customer Surveys Might Not Be Accurate

Brad Wheelis | Posted 08.12.2014 | Business
Brad Wheelis

It might be best for management to survey customers, look over the results and take company-wide actions to make service improvements.

5 Things Customers May Not Tell You Before They Leave for Good

Dianna Booher | Posted 08.09.2014 | Business
Dianna Booher

If you've never hired secret shoppers for yourself, here are some common messages they have to communicate to their clients. Are these same issues persuading your own customers to walk away without leaving clues?

'Please Stand By': How to Handle Technical Difficulties

Angela Tung | Posted 08.06.2014 | Technology
Angela Tung

You don't want it to happen. You fool yourself into thinking that it won't. But then it does: Your app or site goes down.

5 Lessons From My Local Lube Shop

Kelley Sanabria | Posted 07.28.2014 | Business
Kelley Sanabria

Have you ever had an experience with a business that leaves you thrilled? The kind where you know you'll be back and you leave wanting to tell everyone how awesome it is? Surprisingly, this happened to me while at my local lube shop, and here are five business lessons I learned there.

Customer Disservice -- Do You Hate Your Job That Much?

Gil Laroya | Posted 07.09.2014 | Business
Gil Laroya

Recently I paid a visit to my local city hall to apply for a local business license. Like most government buildings, the place had a musty, old feelin...

To The Woman With The Expired Coupon

Tony Posnanski | Posted 07.05.2014 | Business
Tony Posnanski

Your bullying tactics are exactly what makes me embarrassed to be a consumer.

The Airline With The Rudest Flight Attendants Is...

George Hobica | Posted 06.23.2014 | Travel
George Hobica

You're probably not going to be terribly surprised by the results of the latest reader poll.

To the Allegiant Ticket Agent Who Assigned Me Seat 36F

Amy Roost | Posted 06.21.2014 | Travel
Amy Roost

Dear Jeanette, I'm sorry I complained and spoke to you in a nasty tone of voice when checking in four hours before my flight on Friday. It's just tha...

The Hair Stylist That Changed My Son's Life

Tony Posnanski | Posted 06.17.2014 | Good News
Tony Posnanski

She did not have to do it.

Leadership Lessons From the Grave

Tom Fox | Posted 06.15.2014 | Politics
Tom Fox

"I realized then what we did at the national cemetery for those who serve this nation, the veterans and their dependents, was special. I also understood that we don't have a second chance to do it right. We have to do it right the first time."

Top 5 Reasons Why 'The Customer Is Always Right' Is Wrong

Alexander Kjerulf | Posted 06.15.2014 | Business
Alexander Kjerulf

The phrase "The customer is always right" is typically used by businesses to convince customers that they will get good service at this company and convince employees to give customers good service; however, I think businesses should abandon this phrase once and for all.

Timothy Stenovec

Comcast Complaints Detail Nightmarish Customer Experience | Timothy Stenovec | Posted 04.10.2014 | Business

Andrew Stone is fed up with Comcast. For months, the 27-year-old web designer has begged the cable and Internet company to fix the slow and spotty bro...

Turn Ordinary Into Extraordinary: Mark Sanborn Discusses Principles From the Fred Factor and Fred 2.0

Matt Tenney | Posted 06.03.2014 | Business
Matt Tenney

Is it possible to transform our ordinary work into an extraordinary experience? According to Mark Sanborn, it certainly is.

The Staffing Question

Michael Drew | Posted 05.31.2014 | Business
Michael Drew

How did that person ever get promoted? If you've ever worked in a corporation. you've probably asked yourself that question more than a few times. N...

BS, Profanity, America and United Airlines

Carine Fabius | Posted 05.31.2014 | Travel
Carine Fabius

Here's a fun question for you to consider. Which of these most sets your teeth on edge? the banking industry the insurance industry the pharmaceutica...

Want to Save Your Company's Online Reputation? Make It Very Easy to Complain

John Rampton | Posted 05.25.2014 | Business
John Rampton

This study also confirms what we already know; people who are dissatisfied are more likely to tell someone else.

Tell Me What You DO Want

Matt Douglas | Posted 05.21.2014 | Business
Matt Douglas

For many years, I've frequented a hot dog diner in Natick, MA called "Casey's Diner." I first discovered Casey's about six months after I moved into N...

Women Business Owners Shed Light on Top Small Business Trends in 2014

David L. Brown | Posted 05.12.2014 | Small Business
David L. Brown

More than 600 women business owners (WBOs) have shared what they think it takes to start or grow a small business, and it all comes down to optimism.