In the Second Screen Era, the need for speed is no longer an option. People’s lives are more harried and hectic than at anytime before, and the fastest way to turn customers from raving fans to raging detractors is to waste their time. Speed does not mean rushing the customer; speed means delivering the customer […]

One year ago today we officially launched Customers That Stick! Being part of a strong blog community (or many communities, if that is the way you like to view it), it is easy to forget that not everyone has been around since the beginning. We’ve gained many new readers over the past year, and we […]

On Monday, we posted What President Clinton Can Teach Us About Customer Service and now we’re writing about The West Wing. So, I guess it’s politics week here at CTS, and I have to say, it was totally unplanned. Thank heavens for Sean McGinnis’ excellent customer service story yesterday; at least someone’s keeping the wheels […]

Guest Poster: Sean McGinnis It is my pleasure to introduce Sean McGinnis. Sean McGinnis is founder of 312 Digital , a company that provides digital marketing training for business owners, marketers, consultants and agency employees. He consults, speaks and blogs about SEO, internet marketing & social media. Sean is based in Chicago and has been […]

When he was running for President in 1991, then-candidate Bill Clinton had a list of three fundamental campaign messages posted on the wall of his campaign headquarters: These three messages embodied the heart of what the Clinton campaign wished to convey to the country, which they did to the tune of a successful presidential election. […]

I had an extremely disappointing experience with my car company the other day. Though I have every right to call this company out, I am not going to say who the car company is. Instead, I would like to focus on what happened and how a company can do extreme damage to its brand and […]

I have a terrible customer service story to share. It is a story of bait and switch advertising so blatant that everyone I tell it to is shocked by the brazenness of it. People literally get mad just hearing the story. But something happened as I began writing the story this weekend: I found myself […]

Today is my two year anniversary of blogging, and I would like to admit something: I don’t know everything. It’s an obvious statement, of course, who does know everything. But it helps me make my larger point that this blog is primarily a single author blog. While we are increasing our guest posts significantly, at […]

Guest Poster: Gareth Cartman It is my pleasure to introduce Gareth Cartman. Gareth works with MS Dynamics CRM partner, Preact, and blogs frequently on tech, outsourcing & marketing issues. When was the last time you had a really good customer experience? They stand out, don’t they? But do we shout about them? Not usually. While […]