What did a young girl dining on chicken fingers and fries in New Hope, Pa., teach us? Early signals set customer expectations ...

These days, many print buyers are looking for print service providers (PSPs) that offer a variety of products, from signage and packaging to direct mail. To meet the demand — and to boost their own ...

"The key is to set realistic customer expectations and then not just to meet them, but to exceed them—preferably in unexpected and helpful ways." ~ Richard Branson Customer Satisfaction Survey Concept ...

Editor’s note: You walk into every experience carrying an invisible scorecard — and you didn't fill it out. In Part 1 of this series, we explore why the hospitality industry's obsession with "managing ...