A sale, like a great magic trick, occurs inside the customer’s mind. And it is there where it is replayed, remembered and redefined continually after. The mind is the final battleground. Because ...

People are less likely today to make buying decisions based on brand loyalty and more likely to choose a company with great customer service. Customer service is the most important factor influencing ...

Remember the last time you signed a new insurance policy? Did you rush home to tell your family or did you forward the policy on to your friends to show off all the wonderful terms or conditions? No?

It just happened to me again. A distinguished-looking older gent, learning that my focus is customer service (as a trainer, speaker, author, and consultant), leaned close to my ear and intoned: ...