Customer Service


  • Author: How to Deliver Truly Great Customer Service Tuesday, 3 Apr 2012 | 11:31 AM ET
    Uncommon Service

    The author writes, "We live in a service economy. We give more of our money to companies that get service right. We make serious commitments to take care of our customers, and yet we’re still, for the most part, falling short. Service excellence is rare."

  • The Apple Experience

    Since it opened its first store on May 19, 2001, Apple has redefined the customer experience and built unprecedented customer loyalty. A big part of Apple’s success is its commitment to training all of its employees to follow the “five steps of service” in every interaction.

  • The Ultimate Man Cave: An Underground Missile Silo Wednesday, 7 Mar 2012 | 3:31 PM ET

    It's the ultimate man cave: an underground missile silo, built during the Cold War, that was turned into a luxurious subterranean home capable of withstanding a nuclear attack. And now, thanks to the recession, it's on sale at a huge discount from the original asking price.

  • united-breaks-guitars-baggage-handler-200.jpg

    Remember that YouTube video by a guy who sang a song about United Airlines breaking his guitars? Well, now he’s turned his viral fame into a business — the business of helping other victimized customers get their complaints heard, too.

  • 3 Ways To Get Customer Loyalty Wrong Friday, 6 Jan 2012 | 1:08 PM ET

    While it’s customer loyalty programs are a critical strategic endeavor for every company, even some of the largest brands in the world make significant customer loyalty mistakes. As a small business, you may have even more at stake.

  • You Survived 2011. Here's How to Get Through 2012. Thursday, 29 Dec 2011 | 12:41 PM ET

    Business owners take note: An eventual recovery is on the horizon, and the time to prepare and improve your company for future growth and success is now.

  • Beyond Groupon: Strategies For Long-Term Customer Loyalty Wednesday, 30 Nov 2011 | 3:35 PM ET
    Exchanging Money

    While many small businesses have sought new avenues of exposure through daily deals sites, many have found that such campaigns attract bargain-hungry consumers who use their coupons and never return. There are better ways to keep customers coming back.

  • Waiting Is Hardest Part For Customers Friday, 4 Nov 2011 | 12:08 PM ET

    Waiting for the cable guy — or any service person — hundreds of dollars a year in lost wages. It can cost the business owner a customer.

  • ‘The Science of Creating Lifetime Customers’ Monday, 27 Jun 2011 | 9:57 AM ET

    The author of Reinventing the Wheel writes, "Building relationships with any customer, B2B or B2C, is based on trust and the equal exchange of value."

  • Customer Service Partner Story Sunday, 1 Dec 2002 | 12:00 AM ET