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Customer Service


  • 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