Did you know that a typical business hears from only about 4% of dissatisfied customers. 96% just go away, and 91% never come back again. Poor customer service is more costly than most realize.  By regularly evaluating customer se ...

 Social Media: What’s the Big Deal?I could’ve sworn I just heard a collective groan from some of our more consistent readers because we’ve written about this previously and you have probably heard it all before from some young person around the offic ...

Two stories caught my interest this week.  Both stories deal with customer service situations from different angles but with both lessons can be learned and actions applauded or condemned. First, the story of a customer who thought it would be ok...