Customer Service

So you messed up. Big. How do you explain your company's misstep to the public? Back in july 2011, Netflix raised its rates by 60 percent for customers who subscribe to its DVD and streaming video [...]

How do you get your customers to talk about the experiences they’ve had with you? What motivates people to proactively tell stories about their customer experiences? What is it about an experience t[...]

Akio Morita, co-founder of Sony, once said: We don't ask customers what they want - we tell them what they want. I'll take his word for it, since Mr. Morita actual has developed very successful prod[...]

Are your customers asking the very same thing Roger Waters famously asked on the 1979 Pink Floyd classic The Wall: Is There Anybody Out There? In today’s competitive world, a company’s reputati[...]