In recent days, I have thought about what it means to be NICE.  Interestingly, my reflection did not have its start as a result of negativity—what seems to be a notable increase…

Recently, I shopped at two large retailers and experienced customer service glitches with both stores.  At one retailer, a national department store chain, I wanted to purchase a sport coat at their…

Can a company afford to have poor customer service? My wife and I recently purchased new furniture from a national retail chain store. We spent over $17,000 at this store. The salespeople…

The notion of internal marketing has been around for a while.  It exists when an organization’s leadership communicates to employees about the need to effectively serve and satisfy its customers to create…