Customer Relations

Are you tired of low sales and small paychecks? Do you wish you had more control over your life? Whether you want to (1) discover the world'...

Sales have dropped precipitously. The board is meeting next week. Bob, founder and long-time CEO, is urged by his team to hire an expensive m...

Your customer service plan is only as strong as its weakest link. What would a social media revolt, based on a single mishandled customer ex...

Through the story of a $6,000 Egg, Deb and Todd Duncan reveal that even the smallest interactions have the power to create lifelong patrons o...

In The Customer Centricity Playbook, Wharton School professor Peter Fader and Wharton Interactive's executive director Sarah Toms help you se...

Loyalty is about people who stay true to you behind your back . . .The key to any business is retaining loyal customers. It is essential that...

Every time the phone rings, your business is on the line. When customers call, how do your people come across? Are they friendly? Empathetic?...

Today's business environment is getting more competitive every day. Customer loyalty is becoming a quaint, old-fashioned notion. Customers sh...

The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location....

Emotional intelligence 2.0: Improve Your Social Skills and How to Analyze People. Improve Self-Confidence, Emotional Agility and Your Nonverb...

Beyond the service economy of the last century is quietly emerging the next age of commerce, the experience economy. Joseph Pine and James Gi...

Most customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or cont...