What’s the most valuable lesson you’ve learned about identifying your ideal customer, and how has this lesson shaped your marketing strategy? To uncover practical advice and real-world experiences, we ...

An intense level of customer focus is a trait you’ll find at any company known for world-class service. The only “problem” is that we don’t often get to peek at these companies specific practices: ...

You don’t have to be in banking to appreciate customer service insights from the industry. A recent survey from Clarabridge on the banking industry is a customer service wakeup call for any and all ...

Outstanding customer service is one part skill, one part technology… and a million parts attitude. How you treat people matters more than anything, and how you treat people starts with wanting to ...

I've long preached to bank managers and frontline employees about the open-loop nature of the brain's limbic system. (No, I'm not a doctor, but I sometimes play one in presentations.) People greatly ...

There are endless possibilities for making a cup of coffee. From the type and location of the tree to the way the cherries are harvested, processed, roasted and brewed, there are hundreds of touch ...

When we ask our clients, “What differentiates you from your competition?” they will often say something about their fantastic customer service. When that happens, we push them a bit further by asking, ...

As Americans debate the potential success of the Obama stimulus package, what should be done with the failing bank CEOs, and how to save the auto industry, the one thing they seem to agree on is ...

On April 16, 2007, my wife talked me into adopting a tan, 2-year-old Labradoodle and Sheepdog mix. She wasn’t the dog I had in mind, but she slowly grew on me. We gave our boys the important role of ...

An intense level of customer focus is a trait you'll find at any company known for world-class service. The only "problem" is that we don't often get to peek at these companies specific practices: ...