Customer loyalty is important to business success. Profitability of customer retention is pretty much common knowledge.

So companies do a lot to encourage customer behav… Continue

Why do sales and service representatives feel compelled to tell customers how to answer a survey? Does the company want to know what the customers really think, or is the company trying to build positive publicity by claiming superior ratings?

The answer to the second question exposes the company's cultu… Continue

'Dealer Locator' is one of those terms that seems to mean different things to different people. In short, a dealer locator is a tool that helps customers learn where-to-buy your product, but there are a variety of tools and ways to support this function. In the article below I explore some thoughts on this topic and broadly outline some different approaches. Anything to add?

Dealer locators generally fall into three categories:

1. Query-able databases provide a good way fo… Continue

Could you imagine if, on any page of your website, people could write whatever they wanted for anyone else to see? Of course, a variety of social media vehicles already allows any individual to comment on anything they want, and share it with whomever they want; but generally, their audience has been confined to people in their own social network, or to someone searching on the topic.

With the newly introduced Google Si… Continue