Dr. Robert Kaplan of Harvard Business School stated “…the most profitable 20% of customers generate between 150 and 300% of total profits. The middle 70% ...

With this post, I’ll bring to a close my four-part series on customer service.  Here is the fourth and final theme that we have ...

Picking up where I left off with my last post, I’ll discuss the third of four themes that we have to understand and master ...

In my last post, I talked about the theme of Attitude.  In this post, I’ll discuss the second theme of customer service:  care. Theme ...

It seems that most companies pride themselves on their customer service.  They invest in training programs, performance incentives, surveys and much more in attempts ...

There is a saying among Plains Indians that was passed down from generation to generation: “When you discover that you are riding a dead ...

When people start a business, they typically would have the one or more of the following objectives: To create a regular income stream greater ...

The following is an excerpt from an article by fellow Mindshop member, Peter Wallace, from New South Wales, Australia.  Many businesses that have just ...

Sustainable competitive advantage (SCA) is a marketing term that is also commonly referred to as unique selling proposition (USP).  Once determined, the SCA is used as ...

I recently had the privilege of hearing Jim Collins speak.  He is the author of the best-selling business book, Good to Great.  His advice ...