What do I need to do to provide good online customer service? -- Great list of the basics you need to establish in providing quality online customer service. However, If you truly want to "wow" your customers, you'll need to go beyond these basics. 5 business lessons from Costco -- … [Read more...]

The Holy Crap Reaction to Competition -- When you spot another company in your market that seems to be doing exactly what you're doing, don't panic! Focus on your strengths and core goals and press ahead. (Thanks Demetrius for the link) Seth's Blog: Three humps and a stick (on pricing) -- Seth … [Read more...]

I found these great posts in Problogger's Top 5 Group Writing Project: Top 5 Internet Marketing Mistakes -- You should never make a change unless you can measure the result. How else will you know if it was successful? If you market on the web, this is a good list of things to remember. … [Read more...]

Jack Hightower of CarMax -- Service Untitled has a great two part interview with CarMax's VP of Sales. I've had two wonderful experiences in buying cars at CarMax and will probably buy my future vehicles from them as well. This interview gives some great insights into CarMax's secrets to … [Read more...]

Do you want customers? -- Why do businesses ignore prospective customers? You may be too busy today but what about next month when you really need the business? Responding positively to prospects builds both long term loyalty and a potential referral source. CEO as Customer Evangelist -- … [Read more...]

Sutori: The voice of today's customer -- I got an email about this site which allows people to share their customer experiences and have others add their own thoughts. It seems Sutori's goal is to aggregate the opinions of many and then push for change at the poor performing companies. A worthy … [Read more...]

Convince me in Five Words or Less! -- Steps on how you can create a catchy, memorable, and effective tag line or slogan for your business. The Difference Between Usability and User Experience -- Creating a great user experience means coordinating efforts across your entire organization. If … [Read more...]

In-N-Out Burger: No Buns about Good Business -- Some observations about how this fast food chain has distinguished itself from the competition and managed to grow a loyal fan base. T-Mobile Suddenly Gets Online Customer Service -- Wonderful examples of personally crafted customer service … [Read more...]

Why Customer Service Rocks -- Research showing companies with high customer satisfaction outperform the S&P 500 significantly. While it may seem fine to ignore customer service in the short term, your long term horizon is directly impacted by how you treat customers. Stock Images = False … [Read more...]

JetBlue's Video Apology - Church of the Customer Blog -- JetBlue's CEO addresses their recent flight cancellation nightmare. He follows Washington's advice about handling mistakes. Lesson #1: Learn from your mistakes! Seven steps to remarkable customer service -- Have your customer service … [Read more...]