Customer Service

The Laser-Focused Approach to Winning Foreign Clients


How one elevator fixture supplier came to flourish in U.S. by ditching "spray and pray" for something more strategic

How to Make Angry Customers Love You

angry customer

The disgruntled have a lot of power in the digital age. But you can turn their ire into affection

When Snobby Staff = Stellar Sales


A new study shows that luxury customers buy more when staff is rude. (Call it the Mean Girls effect)

The 4 Fundamentals of Great Customer Service


Simple ways to keep people coming back again, and again, and again

When to Jump the Supply Chain

handing package

In the midst of the housing collapse, business was so brisk in emerging markets, Global Lumber Resources couldn’t keep up. So, it cut out the middlemen

Don’t Let Twitter Complaints Sink You


Social media can be a powerful (and free!) customer-service tool. But it also can backfire if left unchecked. How to stop negative comments about your company from spreading

Hot Niche: Personal Concierge Services


In today's time-strapped world, catering to the daily needs of the super-wealthy (and the middle class) is a solid business bet

5 Reasons to Manufacture in Canada

Made in Canada and barcode, business concept

Offshore production isn't always cheaper especially if service is your hallmark. The advantages one firm gained from going local

Don’t Ignore the Customer From Hell

thumbs down

Research shows that a disgruntled customer can become your greatest resource

How to Get More Superfans Than Apple


The approach that earned Clearly Contacts more fans than Apple, Amazon and Costco