Given my background in finance, I always bristle when I hear someone mention the phrase ROI (Return on Investment), particularly when it relates to a sales situation. The term ROI has become one of the hot buzzwords in the past several years and … [Read more...]

Does customer service start once someone becomes a customer or does it start upon first contact with that person? A common frustration I have as a consumer, whether it be in business or my personal life, is when a company whose product or service … [Read more...]