American business has always had a model to follow. When the old one no longer produces the desired results, they invent a new one to replace it. Until recently, newer models have been creative and... [ more... ]

In customer service, is it more important to be a good sender of information or receiver? For customer service providers, it is just as critical to listen as to speak. Is there an art to being a go... [ more... ]

Another expert in the area of referrals, Joe Stumpf, likes to make the following distinction. Customers are people who do business with us on an ongoing basis. Clients are people who do business wi... [ more... ]