The evidence continues to accumulate: happy, satisfied, highly engaged employees help increase customer satisfaction.  And vice versa. Why is this? Customers like to do business with people who have good attitudes. How many times have you done business with a company and gotten the impression that people just don’t like working there?  Their unhappiness/dissatisfaction [...]

It sounds so obvious. Is there anything more important in your efforts to keep customers happy? I’m in the middle of a situation with Samsung where my new networked printer isn’t working because it requires a new network card.   Samsung handled things great.  After several support calls that didn’t fix the situation, they realized [...]

I’m a huge fan of companies who solicit my feedback after I’ve done business with them…after all, that IS the business I’m in—ensuring that companies have information about how well they are meeting their customers’ needs.  However, I definitely think that there is a right way and a wrong way to do this. How many [...]