AN ATTITUDE PROBLEM by Mike Manes I was listening recently to a business owner talk about an employees attitude problem. Initially, I took the comments at face value....

CLIENT COMMUNICATIONS CREATE GOODWILL A study commissioned by Good Housekeeping magazine concluded that the 'Decade of Glitz and Greed' has given way to the 'Decade of Decency.' Key points ...

IS AN ESOP FOR YOU? by Angela Bemiss Don't Sweat the Small Stuff . . . and It's All Small Stuff is an enjoyable little book that has spent a long time on the New York Times...

Do customers really want more personal service? The answer may seem obvious, but is it? It's true that there are plenty of complaints-many of them justified-about shopping in stores where sales and service personnel are in short supply and the workers lack training, courtesy, and a desire to be helpful. But is all this a plea for bringing back old-fashioned personal service? It may seem so, but what's actually happening is quite different and far more significant.

THE INTERNET AND THE ARRIVAL OF THE CITIZEN MARKETER by John Graham All the signs point in every possible direction. Even at huge eBay, the quintessential Internet portal, revenues are sl...

Now is the season to be on the lookout for the thieves. In rocky economic times, they come out to prey on companies eager to hold on to current customers and find new ones, introduce new products and services, or simply increase their market share.