Customer Service Lessons from Ikea and US Air?
Building trust through customer service creates a foundation of lasting client relationships
Is Your Marketing Poisoning the Well?
How using anti-customer tactics to solicit business will cost you
Why Mistakes Build Trust
How handling mistakes doesn't just fix errors; it creates trust
Trust is the New Black: Insights from Craig Newmark of Craigslist
Reactions from a speech November 4 by Craig Newmark at the Harvard Business School Club of New York.
Do You Trust the Tech Support Folks?
What makes for trust-creating tech support; what doesn't.
Using Trust-based Selling in Banking: St. Meyer and Hubbard
St. Meyer & Hubbard practice what they preach--teaching bankers how to create trust in their selling.
Bizarro Customer Service: The Anti Nordstrom
A truly atrocious example of how to respond to customer complaints
Customer Service Showdown: The Cable Company vs the DMV
The NJ Department of Motor Vehicles gives vastly better service than the cable company Comcast.
Trust Is the New Leadership In A Flat World
In an increasingly horizontal world, the key abilities are trust and influence of those outside the company, not just leadership of those within.
Conversations with a Spambot
Transcript of a dialogue with a spammer