IS CUSTOMER LOYALTY DEAD? by JoAnna Brandi When an agency meets some or all of our expectations we usually say that we're satisfied. When an agency goes a few steps further ...

SATISFYING THE CUSTOMER by JoAnna Brandi There is much change afoot in American business and much needed change. Nowhere is that more evident than in the quality movement. Even though consumers ...

SHOULD CSRs SELL? by Joanna Brandi Although most customer service reps don't like to sell, they love to help and to be useful. If you ask them if they would feel good if...