If there's one word that stabs me in the ears and makes me don my Customer Service Avenger tights and cape, it's "can't." It's a filthy word that should be avoided at all costs. I had a series of ...

Customer influence and expectations have never been greater than in today's 24/7, Web 2.0, cyberconnected world. Whether marketers are listening to their customers or not, positive and negative ...

In his blog post "The Gift of Starbucks", Donald Converse talks about his admiration of Starbucks and shares some anecdotes supporting his positive feelings for the coffee giant. This happy, shiny ...

Here are four steps you can take to increase and leverage word of mouth about your product or service. Word of mouth is still the number one way to get customers. Small businesses are all about the ...

There’s a straightforward rule of customer service–never make your customer feel like an idiot. This might seem obvious, but if you’re not careful, it’s pretty easy to send this message ...

ANN ARBOR (WWJ) -- ForeSee, a provider of technology-driven customer experience analytics, today released the Word-of-Mouth Index (WoMI): Top 100 Brands Edition report – highlighting customer ...

As we look ahead to 2021 and beyond. these six words can provide a guideline for those of us in customer experience leadership positions. I recently spent some time rereading various articles and blog ...

This leads me to the resurrection of a book I wrote more than 10 years ago, The Cult of the Customer, which will be re-released on March 17. The revised edition features plenty of updates, including ...

Here are four simple steps you can take to increase and leverage word-of-mouth about your product or service. Word of mouth is still the number one way to get customers. Small businesses are all about ...