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These Shoes Ain't Just Made for Walkin': The Cause Marketing Biz Model

MaryEllen Tribby | Posted 01.23.2014 | Business
MaryEllen Tribby

TOMS understands that being an advocate for children, as well as being able to defend that advocacy with ease, will alleviate the price barrier and sell more shoes.

Interviewing Chip Bell: The 9 1/2 Principles of Innovative Service

BJ Gallagher | Posted 09.23.2013 | Business
BJ Gallagher

Chip Bell is one of my favorite authors. His books are smart, succinct, accessible, and practical. Among the mind-numbing, eye-glazing, sleep-inducing...

Is There a Digital Divide for Customers?

Alistair Niederer | Posted 10.27.2013 | Business
Alistair Niederer

Over the past couple of years the way companies interact with their customers has changed beyond all recognition. I have been thinking a lot about how...

Maybe You Get Bad Customer Service Because You're a Bad Customer

Matt Walsh | Posted 06.30.2014 | Business
Matt Walsh

Some folks seem to get into a customer service Battle Royale every time they step outside their house. Maybe it's because the universe is against you guys. Or maybe -- just maybe -- it's because you behave like selfish obnoxious bullies.

Is the Consumer Now Your New Head of Marketing?

Alistair Niederer | Posted 09.16.2013 | Business
Alistair Niederer

There is a big shift in marketing today, with brands finding that they have a large number of customers who love their products. They are willing to tell their friends and effectively advertise the brand for free.

The Power of Team

Jay McHugh | Posted 06.26.2013 | Business
Jay McHugh

As many of us know, the power of a team is far stronger than the individual. By combining strengths you utilize the benefits of many and lessen the w...

5 Ways to Sign Up More Web Customers, Immediately

Allen Burt | Posted 08.24.2013 | Small Business
Allen Burt

The good news is that building a compelling landing page primarily means focusing on your core message and removing the major pitfalls that cause new visitors to ditch before they click through. Here's how to make that happen with just a few tweaks.

What if Einstein Had Been in Business?

Richard Koch | Posted 07.14.2013 | Business
Richard Koch

Time is not an independent variable in business. It is part of the fabric of your product offering. It is part of what we all offer. It is the route to higher profits and happier customers.

Five Hidden Company Killers

Jack Garson | Posted 06.30.2013 | Small Business
Jack Garson

Some company killers are obvious. Competition. Obsolescence. Too much debt. They're sexy problems. They make the headlines and you're already aware of them. But there are hidden threats that you don't even know exist.

Blame the Board for JC Penney's Woes

Jerry McLaughlin | Posted 06.12.2013 | Business
Jerry McLaughlin

The JC Penney board is out of touch with the company and its customer base. They don't understand the basic nature of the problem the company confronts. Will the board use this most recent crisis to reevaluate its understanding of the situation, or give itself a pass, concluding that the last hire "just didn't work out"?

How To Make Real-World Use of Big Data

Michael J. Schroeck | Posted 06.03.2013 | Technology
Michael J. Schroeck

Today, through the use of instrumentation, such as RFID technology, companies and individuals can monitor in real-time everything from the status of a bullet train racing across the countryside to hourly energy usage in their homes and even individual appliances.

Why Customers Are Disappearing, Why Higher Unemployment Is the Likely Result, and Why Many in Washington Don't Have Half a Brain

Robert Reich | Posted 04.24.2013 | Business
Robert Reich

Can we just put aside ideology for one minute and agree that businesses hire more workers if they have more customers, and fire workers if they have fewer customers?

Supply Chain Revolution: How a 3-D Supply Chain Could Create Many New Jobs and Revitalize the Economy

Ho-Hyung Lee | Posted 02.11.2013 | Business
Ho-Hyung Lee

The Internet serves as a 3-D hub or platform between multiple information sources and recipients. But why haven't we developed any such 3-D systems in U. S. supply chains, with strong operational feedback modules like Toyota's?

Five Secrets to Delivering Exceptional Customer Service

Paul Mandell | Posted 12.10.2012 | Small Business
Paul Mandell

A challenging combination of tighter wallets, new and evolving information channels, and rising customer expectations have created a complex consumer landscape that tests the ability of even the most seasoned chief customer experience officer.

Eight Smart Business Lessons From a Savvy Business Publisher

BJ Gallagher | Posted 12.02.2012 | Business
BJ Gallagher

One publishing house is bucking the trend: Berrett-Koehler is having their best year ever, with revenues up 16 percent and pretax profits up a whopping 50 percent! Clearly, they're doing something right -- in fact, they're probably doing many things right.

Wanna Be President? Learn How to Sell Cornflakes

Sarah O'Leary | Posted 11.06.2012 | Business
Sarah O'Leary

A customer-centric, not brand-centric, philosophy is key to a product's ultimate success. Ignoring the buyer when building a brand is like hosting a sand castle contest in the middle of a hurricane. Sure you can try it, but why waste your time?

They're Called Students

Michael Jinkins | Posted 10.28.2012 | Education
Michael Jinkins

The people attending our schools deserve not to be called customers. They deserve to be called students. For the sake of their education, and for the sake of the vocations to which they are called, we owe it to them to resist the fads and call them by the right name.

Is the Customer Always Right?

Mark Hillary | Posted 10.09.2012 | Business
Mark Hillary

Things don't always go to plan and when customers feel let down they have always wanted to express their disappointment. This has now become easier with the advent of social media.

Customer Experience Is Critical

Alistair Niederer | Posted 10.09.2012 | Business
Alistair Niederer

We know that customer experience is critical. Many factors are changing the way companies operate today, creating a 'perfect storm' for those who need...

The Rise of the Social Enterprise

Sue Goble | Posted 09.22.2012 | Business
Sue Goble

Regardless of the tools you're using, a social enterprise is centered around breaking down silos and breaking down the barriers that prevent knowledge sharing and freedom of expression. It's about ripping up the org chart and opening up the playing field.

Why You Should Have A Say In Airline Mergers

New York Times | Ron Lieber | Posted 06.27.2012 | Money

Every time a company goes through bankruptcy court or gets involved in merger talks, it's disappointing to see who does not have a seat at the negotia...

The Hidden Payoffs of Good Customer Service

Frank Farwell | Posted 06.19.2012 | Small Business
Frank Farwell

When they see these letters as a hassle and try to slough them off, they are just shooting themselves in the foot. Instead of embracing a problem and solving it now, they are pushing it off into the future, where it will do more damage.

Attracting More Clients

Karen Luniw | Posted 06.16.2012 | Business
Karen Luniw

Do you enjoy the people you work with? If you don't, start focusing on their best aspects or start focusing on all the other aspects about your work that you love. What you'll find is that they'll start to shift.

Got A Customer Service Complaint? Tell Us On The GripeLine

Posted 03.14.2012 | Money

Has a company disappointed you with their lousy customer service or shoddy product? Or surprised you with their responsiveness, refund policy or gener...

8 Mobile Trends For Small Businesses To Watch In 2012

Bo Fishback | Posted 03.27.2012 | Small Business
Bo Fishback

Small businesses can get overwhelmed trying to figure out which social networks or new types of communication should be added to your communication toolbox. So what trends do you need to be paying attention to -- and acting on -- in 2012?