If you were to ask your colleagues, “Who was Paul Revere?” most would probably know the answer. He was, after all, immortalized in the Longfellow poem that begins, “Listen, my children, and you shall ...

I’ve always believed that creating loyal customers goes beyond providing good service—it’s about making meaningful connections. In my years of working with companies on customer service strategies, ...

A better way to drive growth and profitability by Scott Magids, Alan Zorfas and Daniel Leemon When companies connect with customers’ emotions, the payoff can be huge. Consider these examples: After a ...