customer service | Fast Company

Help Is Where You Find It

BY Julie Sue AuslanderTue May 12, 2009 at 11:23 PM

It is good news that government support for women business owners is getting attention in media like The Wall Street Journal. As entrepreneurs, we should not count on government bailouts trickling down to owners of small ...READ»

CREATIVITY | Comment

Give Them a Story to Tell!

BY Ben DruryMon May 11, 2009 at 5:33 AM

I recently attended a lecture on marketing and I heard a statistic that as shocking as it was didn’t really surprise me. You see according to a recent study at Durham University, 68% of customers move to a different supplier/provider purely because of the way their first provider treated them. That’s over two thirds of YOUR customers moving to a competitor, not because of your product, but because of the way it was “packaged”. Gone because of something that is totally within your control. How on earth do organisations get it so wrong?READ»

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Bio and Interests: Christine Donovan

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CONVERSATION | 1 comment

How Customer Conversation can Be the Keystone of Your Marketing

BY Valeria MaltoniSun May 3, 2009 at 7:07 PM

Direct conversations with customers allow organizations to become public resources on areas of expertise. This happens in at least two ways: (1) through engagement, or social components, and (2) with valuable content, which is where I ...READ»

CLIENT | Comment

Drawing on Brilliance

BY Julie Sue AuslanderWed Apr 29, 2009 at 6:47 PM

How can you even think about work/life balance when you fear you may be the next to be laid off? Because this economy needs you! The powerful forces behind our rapidly changing global economy are squeezing out business models ...READ»

CONVERSATION | 3 comments

How do you recover from a bad attitude in customer service?

BY Valeria MaltoniSun Apr 26, 2009 at 7:58 PM

Ask Dave Taylor, as his site says, Dave is an industry guru who is willing to answer questions about a wide variety of technical topics. He’s not the only professional who is giving service away. As the New York Times reports, ...READ»

IN-N-OUT BURGER | 3 comments

The Sizzling Secrets of In-N-Out Burger: Q&A With Stacy Perman

BY Dan MacsaiWed Apr 22, 2009 at 5:12 PM

In this Q&A with Stacy Perman, author of "In-N-Out Burger: A Behind-the-Counter Look at the Fast-Food Chain That Breaks All the Rules," we uncover how the West Coast chain is shaking up the fast-food industry--one "animal style" burger at a time.READ»

CLIENT | Comment

How the Top Second Tier Becomes the New First Tier

BY Julie Sue AuslanderTue Apr 21, 2009 at 3:01 PM

Who says there can be too much of a good thing? With the record number high school graduates last year, also came a record number of deferred admission decisions from the Ivy's (NY Times). For this top talent pool, used to a ...READ»

CONVERSATION | 1 comment

3 Tips any Business can use to let Customers in the Conversation

BY Valeria MaltoniSun Apr 19, 2009 at 7:56 PM

Movies are so compelling. There’s a reason for that. They’re distilled stories we can identify with and feel something about - the hero, the villain, even the lover. It’s all so simple in a movie. They tell us something about ...READ»

CLIENT | 5 comments

Are You Wandering in the Desert?

BY Julie Sue AuslanderWed Apr 15, 2009 at 10:23 PM

Why do we procrastinate when there is no time like the present? It's either fear or frustration. Pick your poison. It matters not. As we have discussed previously, doing does it. No matter where your procrastination originates, ...READ»

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