Columns

Oh my . . . Steven Jobs and Apple! The king of hype and marketing is now learning a hard lesson that many service organizations... read more

Editor's note: Peter F. Drucker rendered explicit the interrelationship between and... read more

Drucker concluded that considerations for workers in and out of the workplace were the responsibility of the corporate leader just as much as the profits,... read more

Many call centers are entrepreneurial ventures whose success and continued growth is largely attributed to the grit and perseverance of the founder, the entrepreneur. As a professor at the University of... read more

While most companies are still in the nascent stages of capturing and engaging their audiences through social media, recognizing the importance of the... read more

I’ve observed the workings of call centers in a variety of industries, and I have always been chagrined at their reactive nature and the lack... read more

Your customer and how you approach your customer hold the key to successfully investing in your dynamic business model, but more importantly, in turning around the economy. Wait a... read more

Customer Feedback Is Critical Today’s customer is offered a variety of ways to provide feedback regarding the customer... read more

Most companies attempting to build stronger bonds of customers loyalty make a common mistake. They focus the vast majority of their efforts to... read more