A Birthday Surprise

A Birthday Surprise

By Nona Phinn As my birthday was approaching last year, I realized that the best gift I could receive was some rest and relaxation. I was shopping online for a nearby resort when I stumbled on Lansdowne Resort and Spa in Leesburg, Virginia. It is surrounded by such a quaint...

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Protecting Your Most Valuable Assets

Protecting Your Most Valuable Assets

Survey findings debunk myths about cybersecurity and small businesses. By Bill Fanelli In a world where cyber disasters are increasing at record speed, it’s important for businesses to protect their assets. In a 2017 cybersecurity report by Better Business Bureau (BBB), more than half of the 1,100 small businesses surveyed...

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Open Transformation

Open Transformation

After facing its toughest critics, Domino’s Pizza executed its Pizza Turnaround campaign and reinvented its pizza — and its marketing strategy — from the crust up. By Nona Phinn Last year, I ran into an old friend of mine whom I was extremely close with during college. We decided to...

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Defending Those Who Protect Us

Defending Those Who Protect Us

The FTC and its partners collaborate to help service members, military families, veterans, and civilians in the military community make smart financial decisions. By Carol Kando-Pineda, Attorney, Federal Trade Commission Division of Consumer & Business Education The Federal Trade Commission (FTC) has experience with listening to consumers — through our...

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Service That Fits

Service That Fits

North Wales Running Co. thrives thanks to focus on customer experience, company culture, and community. By Missy Sheehan, Owner, Sheehan Writing & Editing For Scott Tantino, running isn’t just a beloved sport — it’s how he makes his living while simultaneously giving back to his community. As the owner of...

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Honesty: The Foundation of Trust

Honesty: The Foundation of Trust

Results of the 2017 BBB Trust Sentiment IndexSM show how trust drives consumers’ marketplace decisions, reinforcing author’s lessons learned from Grandma. By Dr. Rubens Pessanha, PMP, GPHR, SPHR, SHRM-SCP To celebrate my grandma turning 90, I decided to share some of the lessons I learned (or am still learning) from...

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Memorable Customer Service Moments Too Good To Forget

Memorable Customer Service Moments Too Good To Forget

Caring companies show willingness to walk in their customers’ shoes. By Nona Phinn According to Investopedia, “customer service is the process of ensuring customer satisfaction with a product or service,” often taking place “while performing a transaction for the customer.” I challenge that today customer service is more than transactions and...

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Redefining Customer Service

Redefining Customer Service

MOO uses its values as a model for what it means to be exceptional. By Archana Mehta, Founder and CEO, AM Strategies You’ve probably seen MOO’s catchy business cards that capture — and hold — your attention. If you haven’t, MOO creates business cards known for being out of the...

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Creating the Perfect Ride

Creating the Perfect Ride

Lyft uses a triangle of trust to keep its customers, drivers, and employees happy. By Archana Mehta, Founder and CEO, AM Strategies In a rapidly changing world with innovative products flooding the marketplace, companies often struggle to stand out. Exemplary customer service often makes the difference between an average company...

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Born to Bring Dreams to Life

Born to Bring Dreams to Life

Founder of adoption agency draws on personal experience to guide families through the adoption process. By Nona Phinn One of the most incredible speeches ever given is Martin Luther King Jr.’s I Have a Dream speech. The conviction and power of every word send chills up and down my spine...

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