> Dear Manager, As this year’s holiday season is drawing to a close, I hope you will remember to thank your frontline staff. I encountered so many wonderful employees this year who were really under pressure and maintained their composure and friendliness during some trying circumstances. In one instance, a woman shopper was clearly upset over not [...]

> Bloomberg BusinessWeek shared its top 20 Customer Service Champions for the year and what I found interesting is its always the companies that are already doing great that keep looking for more ways to stay on top.  During a recession year, they all realized they needed to up their games to keep customers coming back [...]

>Shoppers are venturing forth into the stores this holiday season after two years of holding back. Don’t lose this opportunity to WOW them so they will keep coming back after the wreaths are taken down and the Christmas carols have stopped playing. Here are 4 simple tips that will make them want to come back: [...]