B2B

The Customer is (Not) Always Right

I’ve come to think that the old adage, “The customer is always right!” is only useful for someone just learning service.  It’s a safe way for a new or entry-level employee to operate.  In my role handling escalations, responding to complaints and maintaining a company’s reputation, I have come to a deeper understanding, and you […]

Behind the Scenes Branding

This week’s article was inspired by one of our loyal readers. Sharla emailed us and asked: “Is branding important if you sell to a ‘middle man’ and the end user has no idea you even exist? “ The quick and dirty answer? Yes. Your brand is the outward extension of your business. And, it will always be […]