Sometimes all you have to do to find out what your customers want or need is to simply ask them. From Amazon.com: In 2008, armed with nothing but a $450 laptop, an Ivy-League background in neuroscience, and an insatiable curiosity to understand why people buy...

When is the last time you posed as a customer in your own business (or had someone do it for you)? It is a great way to check your processes and your employees. You'll find what works and what doesn't, what is cumbersome and what...

Have you planned a summer trip yet? Even just a short one to go somewhere and do something and see someone? Not only do you deserve the break, but the diversion will also shake the cobwebs out of your head, stir things up a bit,...

Sometimes the cost of doing business is upgrading your processes. Last week, a mortgage company asked me for my fax number. Haven't had one of those for 5 years. Then they asked for my home number. Nope, did away with that almost 10 years ago. How...

Dayna Steele was the morning keynote speaker for the ACCE 2013 global conference for international contact centers and customer service. This is a sample of that speech. You may view the full hour at: http://youtu.be/n8GWe5aYoH4...

Twitter, Facebook, Vine, Snapchat, Google+, Instagram, Pinterest - the list goes on. Look into your 2014 crystal ball and decide which social media you will use as a part of your marketing campaign. Vine users can get vanity URLs now for businesses and individuals. 65% of the...