First Contact

07/15/2022

"For Costco, most of its profit comes from its annual membership fee, which may increase. The eternally affordable hot dog combo builds goodwill among those members — and that’s more valuable than a slightly more expensive meal."

Costco has never — and likely will never — raise the price of its $1.50 hot dog combo.

06/03/2022

Is there a dark side to being customer-centric?

The documents provide new clarity about a much-talked-about but until now opaque process Amazon uses to punish associates it believes are wasting time.

04/12/2022

"Many companies do not understand that the quality of a customer's experience can make or break their business."

Good customer service comes with many benefits, such as increasing loyalty and growing profits. Learn how to implement good customer service at your company.

04/12/2022

Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. What's holding you back from doing that now? Perhaps you don't know where to begin.

04/05/2022

Science Says Use the 3-Second Rule to Become Remarkably Persuasive

If you genuinely hope to create win-win outcomes, a little silence goes a really long way.

03/28/2022

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01/17/2022

The economics of dog walking can be lucrative — but the profession comes with a myriad of wild encounters.

01/03/2022

“The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right.”

In our anger-filled age, when people need to shop or travel or cope with mild disappointment they’re “devolving into children.”

07/19/2021

Marketing Can’t Save The Customer Experience By Eivind Jonassen - July 18, 2021 0 5 views Tweet Customers don’t become loyal to your brand because your marketing is excellent. They become loyal because you take good care of them. Excellent customer service experiences drive a great customer expe...

07/15/2021