I attended a recent TEEM meeting in Akron, actually I was the speaker, and after the dinner a gentleman come up and we were talking about building customer relationships and the latest trend of REAL TIME REVIEWS. Customers are using their social media voice to share their customer service experiences. He asked if I had [...]

Just saw this link on a tweet The Biggest Shift Since the Industrial Revolution. If your customer is between the ages of 18-35 – you need to learn to master the art of social media – or at the very least – be listening real close and often to what is being said. Of all [...]

Boy, Toyota has sure had a run of back luck recently.  Accelerators that stick and brakes that don’t work.  A bad combination. So how are they handling the situation? Check out the video commercial about how Toyota is focusing on customer cars FIRST.  “To restore your faith in our company.” They aren’t hiding from the [...]