By Cliff Ennico “My brother and I formed a small business several years ago and it has done very well. We make enough to support ourselves and our families. “We have always been 50/50 owners of the business, and it has always worked out well. We even have equal titles: I am President and he […]
By Adam Turnbull The modern business manager or leader can no longer expect the deference and uncritical obedience that his or her predecessors enjoyed. Open-floor offices, relaxed dress codes and the disappearance of formal forms of address all create the impression that hierarchies have all but vanished from the workplace. However, the reality is that […]
By Shep Hyken Everyone wants to WOW their customers. They think that customer delight comes from going above-and-beyond or delivering an over-the-top customer service experience. I’ve always preached that the most amazing companies will occasionally deliver the above-and-beyond customer experience. But, it is usually isolated incidents when a customer’s expectations are exceeded, when an employee […]
By Shep Hyken How you promote your company, your products and services is a very important part of the customer experience. How much clutter do you create for your customer’s email inbox? How many times does the customer miss an important message when it gets mixed into the clutter? And, it’s not just email. It’s […]
By Liz Greene Disaster is such a nasty word; it implies destruction, loss, and emotional turmoil. Unfortunately, when disaster strikes your business, you’re likely to experience all those things and more. That’s why having a recovery plan is critical – especially since downtime can set small businesses back $8000 every hour. Despite the cost of […]