Bob's new (and first) book is here!

Do your customers and prospects think your customer service is blah or Black Tie? Let me explain these two notions with two real-life...

Do you see anything unusual about the picture below? It’s a picture of a step, pretty ordinary, right? How about now? Yes, it’s one tiny...

We are all in this together. Not in our lifetimes have we been front row participants to what is happening in our country. And it keeps...

We all know that our technology continues to move rapidly. At times, I have wondered how it connects with delivering customer service...

Pitney Bowes released a white paper a few years ago in which they surveyed 1,000 consumers in five countries – UK, US, France, Germany...