Just like mom said: Keep your promises

When a company makes a promise to its customers (via its website, via marketing, via policies or contracts) AND fulfills it – it builds trust. Makes sense right? You make a promise and the customer hopes you will live up to it. When you do fulfill your promises,...

Relationship-based businesses win over more customers

Yesterday I went to my jeweler (Kosmima, Chestnut Hill, MA) to pick up a watch he was repairing. The owner/jeweler is great. His name is Pano and he is from Greece. He designs much of the jewelry he sells and is really nice and easy to get along with. My husband and I...

Great Article on Power of Customer Demand

Check out this great article titled, “Your call should be important to us, but it’s not” from the New York Times. It shows the power of the internet and your customers to get what they want- a live person when they call customer service! This article...