It's not often that I spend a full day listening to other people talk--and sit through it all (or at least most of it). But the GrowSmartBiz conference yesterday held my attention. There was a lot of terrific content, and I'll post more fully over time. But I thought...
Interesting takeaway from the Interbrand survey of consumer attitudes toward 32 major banks and financial services companies.* Turns out that the survey of 2000 households found that 53 percent don't trust their own bank; and even more--64 percent--don't trust...
This post is for anyone who has spent time trying to troubleshoot a router or modem connection. It's about the only situation where I covet those with tech support on speed dial. Turns out I bought that without even knowing it, thanks to a great recommendation from...
I'm a business owner, so I get the idea of upselling products and services. But you have to know when to do it, and when doing so will drive business away. Case in point: the Exxon station down the street from me. I swiped my credit card as usual, filled up the tank,...
Companies make mistakes. After all, they're run by people--and we're not perfect. But those that "get" customer service understand that it's how you respond after the fact that truly leaves an impact. Good or bad. Yesterday, Comcast responded in a way that says: We're...
My car dealership called me to ask about my recent service experience. It went smoothly, and I told the customer rep. that. He asked me what I liked about their service department, and I gave him two specific reasons why I keep bringing my car back. And that was that....