All it takes is one rude comment, one unhelpful call center associate, one unresolved complaint. Tick off your customers and they will leave you. That’s the bottom line in a new survey sponsored by RightNow, a company that helps improve the customer experience. Highlights from the “2010 Customer Experience Impact Report” include: 85% of respondents [...]

Last week we looked at situations that could signal the end of a customer or client relationship. And while cutting ties with an overly demanding customer could be beneficial to your business, there are times when it’s just not possible. You may have a very large client that helps your company maintain its financial stability. [...]

The cover story on this month’s issue of Inc. magazine is about Yelp!, a way for consumers to rate businesses online. Anyone can share recommendations and complaints with thousands of other consumers, which can be great for businesses with good reviews and potential trouble for a business with even one poor review. We all have [...]