CUSTOMER SERVICE: EVERYONE NEEDS A HERO by Jack Burke I'd like to introduce you to a hero-Elizabeth Acevedo. Elizabeth didn't pull anyone from a burning building or develop a vaccine fo...

CUSTOMER SERVICE: THE FIRST IMPRESSION by Skip Hyken It takes eight to 12 good experiences to make up for a single bad impression. To renew the confidence in a customer, yo...

E-MAIL MARKETING: BOON OR BANE? by Jack Burke E-mail is fast, direct, and inexpensive. Whether youre an e-mail marketing novice or veteran, this document by Jack Burke will give you tips f...

HIGH-TECH EMERGENCY NOTIFICATION SYSTEMS by Doug Henderson The disastrous Japanese earthquake/tsunami of March 11 drowned thousands of people - but the toll would have been far ...

HOW TO COMMUNICATE EFFECTIVELY DURING CRISES No amount of planning will prevent all emergencies, nor will it stop the media from showing up at your door when a crisis strikes. In addition to having a...

HOW TO MAKE VOICE MAIL USER FRIENDLY by George Nordhaus Scenario #1: The fourth menu selection says press #4 for service, another recorded voice advises 'hold for the next available operator,...

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 ...

IS YOUR COMPANYS CELL PHONE POLICY UP TO DATE? If not, you might well have a problem. For the past several years, more and more states and cities have limited or banned drivers us...

Improved communication has turned us into less adroit communicators. With e-mail, voice-mail, and cell phones, getting the message to another party is so easy that we no longer worry about the content of the message. Poor communications skills translate into lost business. This article by John Graham discusses these consequences and offers guidelines for improving communications.

A few months ago, a client came to us with a last-minute project that required the services of...