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There are few more effective marketing devices than word-of-mouth (WOM) or 'buzz' on the street. By that I mean people telling others that they should buy what you're selling, visit [...]

I'm not much of a golfer, but I was watching the bizarre conclusion of the recent U.S. Open Championship, where everyone in contention to win at the end of regulation [...]

Communication is not about speaking. It's about listening. One would think that I've just relieved a considerable burden from everyone, since listening is purportedly a lot easier than speaking. Except [...]

The organizers of an event in Australia have just informed me that, although we have a signed deal, they've changed their mind about having me come out to address their [...]

We've been besieged with lamentation over the decline of Ann and Hope, Apex, and other retail traditions which many Rhode Islanders grew up with as a way of life. If [...]

This column is devoted to all those hard-working and dedicated people who work in non-profits, community groups, charities, civic associations, and similar organizations, whether as paid staff members, volunteers, managers, [...]

New Year's resolutions for any business owner (or executive): * Every customer will be greeted cordially within one minute of entering the store. * Every caller will be able to [...]

The customer interaction takes place on a very personal level -- your and my personal level. Whether I'm dealing with a sales representative in person, a service agent over the [...]

My dentist's staff has consistently messed up my insurance, reimbursements since I've been going to that office. The insurance company wouldn't receive the claim, or it would go to the [...]

I was on a conference call this morning with a Fortune 25 high tech company... and the call was abruptly terminated at three different times, forcing people from both coasts [...]

I was in my favorite clothing store the other day. I only show up about twice a year, but buy a pile of clothing each time. I've been patronizing the [...]

Managers often rend their garments and tear at their hair over the frustrating experience of employees not behaving in the manner prescribed. After all, there are mission statements, vision statements, [...]

During this time of unprecedented economic growth and prosperity for a great majority of firms, it's time to confront some basic organizational and cultural problems that, according to Alan Weiss, [...]

No one believes what they read or what they hear in any organization. People (employees and customers) only believe what they see. I once had a client who had signs [...]

When you play on the other team's field, using their equipment, their rules, and their support, you're going to lose the game most of the time. Even in the world [...]

Since the calamity at September 11, after an incomprehensible loss and shock to our collective psyche, the United States has sent portions of its fleet, air forces, and armies halfway [...]

There seem to be certain immutable laws in the business universe that govern the behavior or both organizations and consumers. I could be wrong about this, but have you noticed... [...]