Bradd C. Hayes is the active editor of this blog.
Consumers can be a fickle bunch. One bad experience can sour them on a brand for years, if not forever. Trying to satisfy customers during tumultuous times only makes the task that
In his very interesting book The Medici Effect: Breakthrough Insights at the Intersection of Ideas, Concepts, and Cultures, Frans Johansson (@Frans_Johansson) writes about the value of creating a space in which people from
Customer service is critical for business success and brand reputation. Exasperated or angry customers have numerous avenues to vet their frustrations and discourage others from becoming customers of unfriendly or hard-to-work with
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