Customers and employees are your two most important ingredients in a successful business. Without one, you can’t have the other.
Customer service is an especially hot topic for me, as I’ve worked in improving how service is measured and improved at a few companies, where previously it was maybe in third or fourth place when it [...]

Pop quiz. How many of these phrases do you recognize?
- It’s all about the dialogue.
- You have to fish where the fish are.
- You have to engage.
- You can’t measure the ROI of social media.
- Look at Zappos / Dell / Best Buy / Jetblue / Comcast as examples of how to do it right.
- [...]