A RELATIONSHIP AUDIT by Michael Manes Before the agency marriage, both parties need to answer these questions. The article was thought provoking...

CONNECTIONS: 'DO UNTO OTHERS ...' by Jack Burke Happy employees make for happy customers. You've heard that before, along with 'Your employees will treat your customers the same way the...

Many in business have elevated the process of marketing to an almost magical, mystical level, either to help them maintain control, or because they don’t understand the process. In this article, John Graham examines six basic principles that will make marketing work.

Many states have legislated beyond the Federal Equal Opportunity Laws. For example, state laws extend to sexual orientation, use of lawful products, marital status, and expansive definitions of covered disabilities.

SUPER SERVICE: A PROCESS, NOT A PROJECT by George Nordhaus We often see 'service' as a magic word-the 'open sesame' that will somehow ensure customer retention and build bottom-line profits....

UNDERSTANDING YOUR CORPORATE CULTURE by Jack Burke In this excerpt from his book 'Creating Customer Connections: How to Make Customer Service a Profit Center For Your Company,...