Every company on the planet says that they value customer service and “go the extra mile” to satisfy their customers. Sadly, very, very few actual

What's the best source for bottom line growth in a business?  Existing customers.  Sadly though, it is also often the most overlooked or ignored sou

Every CEO talks about how they want great customer culture and service.  Very few though, make it possible for their people to deliver great customer

I have led a couple of large customer service call centers in my career.  I love the passion and energy that the staff bring to the job every day. 

  We all make our decisions emotionally.  All of us.  It's the way we are wired.  Think of it this way... Two Brains Our brain is virtual

Are you having difficulties with customer retention? If you find yourself struggling with customer retention, ask yourself these questions: Is wh

There are over seven billion people on the planet right now. Unless you have a market cornered on something that each and every one of those seven bil

I recently learned a valuable lesson on a turn around project I was working on: sometimes your competitors can actually help you, as a leader, better

Customer’s churn when they do not see and feel the value an organization delivers. My wife bought a new clothes washing machine the other day.  No