A customer service consultant identifies the everyday phrases that make customers feel disrespected and what to say instead.

While customers may sometimes be wrong, it’s more important to focus on resolving their concerns without making them feel dismissed. Using respectful language and acknowledging the customer’s ...

"The customer is always right." So said Harry Gordon Selfridge, the retail pioneer of the early 1900s, who is usually credited with coining that phrase. For over a century, it’s served as a practical ...

Most founders assume they are competing against companies that are similar to them. Customers rarely see it that way, however. Inspired by Positioning: The Battle for Your Mind, this article explores ...

Store discounts are meant to make customers happy, but they can end up doing the exact opposite. One woman thought she was scoring a major deal on her pet’s treats, but her temper flared when the ...