To see part one of this series, click here. Networking is also a way to encourage customer storytelling – the best connections glue there is. Network can mean creating on-line events that function as a “watering hole” for customers. Facilitate...

When we were kids we use to construct a “phone line” using a long string with an empty bean can on either end. When you spoke right into the bean can, the sound carried over the string to be heard by the ear in the can on the other end. We could...

I have two frequent flier accounts with Continental Airlines. One is an account that my parents opened for me when I was maybe five or six years old and another is one that I opened myself a few years ago when I started traveling pretty regularly....

Many customer service managers (especially in small to mid-size businesses) spend quite a bit of time handling something I always refer to as “escalations”. Escalations are usually from angry/vocal/important customers who are having a problem and are...

If you’ve been to a doctor’s office in the past, you’ve probably noticed those colorful things outside of each exam room. I recently learned these are called exam room signal flags. I have no idea what each color means (and I imagine they vary from...