What’s the most valuable lesson you’ve learned about identifying your ideal customer, and how has this lesson shaped your marketing strategy? To uncover practical advice and real-world experiences, we ...

I’ve probably taken an Uber two or three times a day for the past couple years. And every time I idly check the driver’s rating and number of rides. I’ve found even pretty high marks usually mean good ...

An intense level of customer focus is a trait you’ll find at any company known for world-class service. The only “problem” is that we don’t often get to peek at these companies specific practices: ...

When we ask our clients, “What differentiates you from your competition?” they will often say something about their fantastic customer service. When that happens, we push them a bit further by asking, ...

Outstanding customer service is one part skill, one part technology… and a million parts attitude. How you treat people matters more than anything, and how you treat people starts with wanting to ...

I've long preached to bank managers and frontline employees about the open-loop nature of the brain's limbic system. (No, I'm not a doctor, but I sometimes play one in presentations.) People greatly ...

You don’t have to be in banking to appreciate customer service insights from the industry. A recent survey from Clarabridge on the banking industry is a customer service wakeup call for any and all ...

As Americans debate the potential success of the Obama stimulus package, what should be done with the failing bank CEOs, and how to save the auto industry, the one thing they seem to agree on is ...

There are endless possibilities for making a cup of coffee. From the type and location of the tree to the way the cherries are harvested, processed, roasted and brewed, there are hundreds of touch ...

Rich Toohey has contributed to this column more than once -- and there is a reason. Aside from his rich history in loyalty when he served as the VP of Marriott Rewards for the (duh) Marriott hotel ...