Customer Communication

As a manager, you want readers to understand what you write, right? Then make it easy for them to read […]

Compared to other forms of communication used in sales, storytelling has a number of unique abilities. It can help capture […]

As technology alters the customer experience—through messaging apps, chatbots, and more—what place does empathy have in improving customer service? People who […]

Social media is a valuable source of customer feedback—a point fully embraced by Elon Musk, CEO of Tesla and SpaceX. […]

Have you ever made this customer service mistake: You promise a customer to handle a problem quickly, such as a […]

Leadership and management books are usually about strengthening the solid lines in complex organization charts. However, sometimes the best approach is not complex, but really simple and straightforward. Yet this simplicity can be very profound.

No one really cares how their name is spelled on a Starbucks cup—only that the barista gets the drink right. But when you’re in a business setting, coming across as competent, trustworthy and approachable matters.

Watch as Ragy Thomas, founder of Sprinklr, explains why entrepreneurs need to figure out who their customer is before they build a social media following.

Microsoft’s Geoffrey CoIon attended some sessions at Advertising Week with his name badge and affiliation hidden, to see how people would treat him—and demonstrate the need for authenticity in marketing. Here’s what happened.

Establishing and maintaining a reputation for honesty and consistency takes effort and vigilance, but the rewards that come from being seen as a credible leader are significant and long term—for both you and those you lead.

Want to get things done? You need to learn how to convince people to say yes. Watch as Robert Cialdini, author of Pre-Suasion, describes the most important factors for influencing people.

Salespeople can’t just show up when a customer is ready to buy, handle the sale, and then disappear until it’s time for the next transaction. Once you have a good relationship with a customer, you don’t want to lose it.