How long can you afford to suck?
Customer service matters in a hyper-connected world. Here's why.
Off-topic: Thoughts on Steve Jobs Resignation As CEO Of Apple
Quick thoughts on Steve Jobs' resignation as CEO of Apple.
What Can You Learn From Borders' Bankruptcy?
Borders didn't go bust because of e-commerce or e-books. But their failure there points the way to understanding why and how you can avoid it.
The ACSI 2010 Results Are In: What the Numbers Mean for You
The American Customer Satisfaction Index numbers are in. Here's what it means to you.
Your Customers Carry Your Competitors in Their Pockets
Online marketers have had to work hard because competitors are just a click away. Now, mobile makes the same thing true offline. Are you ready?