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Enhance the Customer Service Experience Using Self-Service

Back when I was in college I worked at a self-service gas station. I’m probably dating myself, but this was at a time when gas stations were just converting over from full-service to self-service. Our stations went from pumping the gas for the customer, checking their oil, and washing their windows to just collecting their [...]

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Should You Put Your Money On Apple Pay?

Are we about to see a cage fight to the death, like we saw in the Blu-ray vs HD DVD battle for supremacy, or will there be peaceful coexistence as the Visa vs MasterCard saga played out may years ago? That’s the question we’re asking today as we reflect on the announcement that Apple will [...]

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Who Owns Your Digital Assets When You Die?

In an increasingly digital world, more and more assets are being converted from something you can touch, feel and hoard into a combination of ones and zeroes on a computer server somewhere. Where do they all go when the owner dies? A friend of mine told me recently that if he were to “kick the [...]

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Be Ready For The New American Household

For the first time ever, there are more single adults than married adults in the United States. That has huge implications for our society, and since small businesses are a major component of our society, this shifting demographic – one of many, by the way – should be carefully considered when mapping out future business [...]

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Get Creative: How to Reward Your Employees

Workplace compensation has changed. It used to be that a competitive salary and decent benefits would attract and retain any good employee. But the truth is, today that just doesn’t cut it. Don’t be fooled, though. Employees, whether current or prospective, still expect things like health benefits, paid time off and retirement options, but that [...]

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Be Ready for Another Short Holiday Shopping Season

While spring may be the time when “a young man’s fancy lightly turns to thoughts of love,” fall is when the concerns of many small business owners turn to the holiday shopping season. Here’s a roundup to help you put Holiday Shopping 2014 into perspective and get positioned for success. Shopping season I recently retweeted [...]

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6 Tips for Mounting a Successful Crowdfunding Campaign

Crowdfunding is becoming an increasingly popular method to access financial capital. Rewards-based crowdfunding is appealing as a way to raise funds without giving up equity or increasing your debt. But there are other benefits too. Using your social network to gain support for your business goals and engaging your customers in the success of your [...]

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Digital Nomads: Have Computer and PayPal Account – Will Travel

Jon Morrow, a successful blogger and Internet entrepreneur, once wrote a blog entitled, “How to Quit Your Job, Move to Paradise and Get Paid to Change the World.” You see, Jon was a full-time blogger and one day he realized that he could ply his trade from anywhere he could connect to the Internet. He [...]

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Don’t Stop on Railroad Tracks

On the Fourth of July I had an experience that I would rather not have lived through, but it taught me several powerful lessons with multiple implications. After the fireworks display at a large city park, I was driving my family and my daughter’s friend to our house. There were adult volunteers directing traffic and [...]

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Sell the Customer Service Experience, Not the Journey

Companies have figured out that customer service is marketing. It’s the reason customers come back. It’s the reason customers talk to their friends about the company. It’s the value that can drive your business. Smart companies promise a positive customer service experience – and they deliver. Recently I read an article that Walmart is going to keep [...]

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