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How to Harness the Opportunity in Change

Especially When The Only Thing Constant is Change That the only thing constant is change is true whether we are talking about our behavior, decisions, organizations, companies or in nature. What we can be absolutely certain of is that there is always going to be...

A Curious Phenomenom

by Peter Gurney Every morning in America, thousands of well-intentioned people go to work and give rotten customer service. Millions more go to work and give service that ranges from mediocre to barely passable. Every evening in America, these same people get off...

Guidelines for Creating Customer Surveys

Understanding what is important to your customers, in particular your Target Audience customers, is your Profit Goldmine. If you are asking and listening, your customers will tell you what they want, need and value. Discover the opinions and attitudes of your...

Customer Complaints to Raving Fans

Complaints are one of the most challenging forms of customer communication, and yet they are often the most important. Complaints often deliver essential information on how to build your business AND an opportunity to turn a customer into a Raving Fan! But most...

The Shifting Point

If you’re a business owner, you’re probably finding it harder and harder to make ends meet. If you’re someone who wants to start a business of your own, you may be hesitant to take that next step because of everything you’ve been seeing in the...