Customer Service
These 2 Crucial Customer Service Moments Give You 80% Of Your Value — Here's How to Capitalize on Them
Want to give yourself a massive leg up on your competitors? Transform how your customer service is perceived by focusing on these two moments in the customer journey.
How to Turn an Upset Customer Into Your Company's Best Advocate
The secrets of turning upset customers into raving fans, courtesy of the scientifically proven principle called "the service recovery paradox."
4 Ways to Understand the Rise and Fall of DTC Brands
What happened to DTC brands and why — and the evolution that is now required in direct-to-consumer branding.
Why Delighting Customers is the Secret Sauce of Successful Management
Delighted customers can become your brand's ambassadors, driving organic growth through word-of-mouth marketing and repeat business.
Good Customer Service is a Disappearing Art — Here's How You Can Be Different
Don't underestimate the power of human interaction.
How to Use the Least Sexy Customer Service Channel to Get Your Cash Registers Ringing
Old-school telephone conversations with customers are a powerful customer service tool and a brand-builder that creates customer engagement, loyalty and a more sustainably positive bottom line.
If You Want to Be More Successful Than Your Competition, You Need This Mindset to Win
It's time to make your business less about you and more about your customers.
Want a Customer Service Revolution? Start By Changing Your Culture
If you want to transform customer service performance at your company, you need to look beyond individual employee behaviors and focus on your broader customer service culture.
Why Customer Service Is Your Get Out Of Jail Free Card For Business Success
These are the secrets of using customer service as a powerful business advantage, with exceptional results and almost zero risk of it being knocked off.
This Overlooked Leadership Trait Makes All the Difference in Your Ability to Captivate an Audience
You will find, in leadership and in life, that people feel more connected to you and your vision when you ask them to "kick the tires."
Spending the Most Really Does Win the Most Customers. Here's Why
Customers are the lifeblood of your business. You don't want to cheap out when it comes to customer retention.
12 Brand Archetypes and How They Can Help Your Business
Let's examine how popular brands, such as Disney and Tesla, employed these archetypes to boost loyalty and bottom-line results, and how you can apply these archetypes to your brand too.
The Best Customer Service Companies Spend These 8 Minutes A Day Becoming Better Than the Rest of Us
These short and wildly effective customer service improvement steps will set you well on your way toward becoming "the Ritz-Carlton of Industry X" or "the Zappos of Industry Y."
4 Easy Ways to Improve Your Customers' Online Shopping Experience
With these tips, your online business can offer a more enjoyable experience, set itself from the competition and encourage repeat purchases.
Why Staying Human in the Age of AI is Crucial to Business Survival
In the ever-changing tides of consumer trends, only the most adaptable businesses will stay afloat and thrive.