In a national customer satisfaction index, the average customer rating was less than 60%. So how has such a level of un-service become a 21st-century norm? Because customers have become sensitized ... » More

The U.S. banking system has been challenged this year with the collapse of three large “regional” banks and some experts have predicted there will be more going forward. Smart small business owners... » More

The new prime differentiator in the Age of the Customer is not the competitive model, but rather a customer’s appraisal of how relevant a seller is to them. In today's marketplace, small businesses... » More

No question, cloud computing is an example of technology increasing business efficiencies and leverage. And for small businesses, it’s been a godsend. But like all high-tech tools, there’s an assoc... » More

If you want to be more successful, network for referrals –receiving and giving – early and often. It will make business easier and life simpler. And remember the motto of Ivan Misner, founder of BN... » More

In the Age of the Customer, the advantage small businesses have over big boxes is that they can deliver what customers want, not what they need. Blasingame’s Law of Difficult Customers explains the... » More

In the Age of the Customer, everything a small business sells is a commodity. As a Main Street business, you have only one differentiator: the positive personal experience customers attribute direc... » More

The gold professional salespeople seek is in their customer's and prospect's heads. And the most powerful gold mining tool of a successful salesperson is the ear, not the mouth. » More

In the 20th century, sellers controlled information about their products, services, and innovations. But in the 21st century Age of the Customer, your customers not only have access to the informat... » More

It’s easier to keep a customer than find a new one – everybody knows that. The bad news is, with all of the mega-corp algorithms, online competitors, and cyber-clutter, keeping the attention of eve... » More