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 reputation for satisfying clients is one of the key factors in whether or not someone will buy from them. From the perspective of a …

The social media world has turned into a venue where really upset people who used to never really have a voice now have a way to make your company suffer for making them upset. Customer service may have always been technically important, but today it is amplified by the power of “word of click“. Everyone …

The “Mom and Pop” businesses in our neighborhoods have always followed sound and pragmatic business practices, rooted in developing, maintaining and strengthening relationships with customers. The customers and the businesses valued those relationships because “Mom and Pop” offered convenience. They listened to their customers and used their suggestions to improve the business. They provided great …

It’s no secret that customers around the world are using social media voicing their opinions about brands they like (or dislike). That’s why more and more companies are turning to Twitter to help customers resolve issues in a timely manner. American Express is just one of the companies that uses the internet to head off …