Every day we hear about customer satisfaction. Companies do surveys to find out how satisfied their customers are with the service they received. Some even go so far as to reward employees with bonuses or prizes based on satisfied customers.

That’s just wrong. ‘Satisfied’ is the lowest level of acceptable customer service. Your business gains little from…

Now is the time of year when everyone begins thinking about the New Year and what 2014 will bring.  It is a time when people think about how and what they can change to make the new year better than the last. They resolve to make changes to improve their lives in the coming year.

Here are 3 resolutions you can make to improve your level of success in 2014.…

‘Death By A Thousand Cuts’ originally referred to an ancient Chinese form of torture. It was often used in interrogations and it doesn’t take much imagination to understand how it was conducted.

In the modern business world it has taken on a different meaning. In that context, it now refers to the loss of production, sales and/or revenue over time as…

How easy is it to do business with your business? How easy is it to get help? …resolve a problem? …answer a question? The answer to those questions is probably that you don’t know because you’ve never tried to do any of those things.

Want a real report card on how your staff is doing? Try being your own customer.

Here are some things you can do over the phone…

In his book Customer Satisfaction is Worthless, Customer Loyalty is Priceless, Jeffrey Gitomer poses the question, “If customer satisfaction is at an all-time high, why is customer loyalty at an all-time low?”  In the car business we see that play out every day. CSI scores are at record highs but customer loyalty continues to fall and…