The Four Steps to Success In the beginning, great products were enough to guarantee business success. Product sophistication, six sigma manufacturing and zero defects clearly beat the competition. But benchmarking, product imitation and reverse engineering soon appeared…and now everyone... read more
When things go wrong, customers get upset. Sometimes they blow up in anger. Here are five steps to keeping your cool when your customer is ready to “explode”! Step One: Let them blow off steam! No one is rational... read more
Nothing is more crucial than how a business fixes things after they’ve gone wrong. Find out how you can actually improve customer loyalty simply by the way you handle problems. We all try to get things right, but life... read more
