Ahhh…. customer service.  You elusive Siren of the business seas; your beauty is as ravishing as your song.  How I hear your call like Odysseus did and I too beg to be taken to your rocky shores.  Beat me.  Abuse me. Make me feel as if it is my own fault.  How foolish I was to hand over my wealth my meager earnings in the pursuit of your false...

Customers vote with their wallets and when they choose to purchase from you again speaks volumes about your services/products.  It means you have the better price, quality, and value compared to your competition.  This metric – the repeat customer – is how the market communicates to you. So then how do you communicate to the market?  Advertising...

Want to beat the competition?  Put your customers at the center of your organization.  Make them the CEO of your business.  Doing so will help you respond faster, launch innovative products/services, and build win-win relationships. Every company has an organizational chart, whether it is formal or informal, that depicts the hierarchy and the roles...

Another airline service has gone and done it.  They’ve taken customer service one step closer to worse or beyond.  Continental Airlines is the latest among the major American carriers to start charging for food during the flight.  The next logical question should be: why even have food on the plane anyway? The rapid decline in customer service from the...

Customers have a never ending thirst that must be quenched on a continuous basis. They return to the same source of water that will quench the majority of their thirst because of familiarity and trust. Customers will desire for that source of water to be the answers or solutions to myriad of diverse needs. Yet, no business can fulfill every single need a...