Monthly Archive:: November 2015

I don’t watch a lot of reality TV. But recently, I have come to really appreciate The Profit, a CNBC show where serial entrepreneur Marcus Lemonis goes into struggling businesses, invests in them, and isn’t afraid to get his hands dirty in the process. What I like the most about Lemonis is that his business

Whether marketers like it or not, consumers are now generating over 25% of content that appears in web searches for specific brand names, and consumers often trust those social media messages more than advertising or news articles about the brand. Research has shown that this “electronic word-of-mouth” is seen as reliable by consumers and significantly

NEGOTIATIONS Emotion and the Art of Negotiation by: Alison Wood Brooks It is, without question, my favorite day of the semester—the day when I teach my MBA students a negotiation exercise called “Honoring the Contract.” I assign students to partners, and each reads a different account of a (fictitious) troubled relationship between a supplier (a

10 best practices to improve customer support Today’s customer is changing the world of customer service. The volume and speed of communication has quickened at breakneck pace, and customers expect questions and comments to be answered and acknowledged quickly. How can your business keep up? Check out these 10 customer service best practices pulled from