Tech
Your AI-Powered Customer Service Is Putting Brand Trust on the Line. Here’s How to Optimize It.
As companies rush to deploy AI chatbots for cost savings, a hidden erosion of brand trust is underway.
Customer Service
Human Resources
Why I Take a ‘Roll up Your Sleeves’ Approach to Leadership – And How it’s Paying Off
Working shoulder to shoulder isn't about doing the work for your team — it's about helping them own it at a higher level, so execution improves without constant oversight.
Building a Business
The Strategy P.F. Chang’s New CMO Is Betting On — And What It Means for Your Business
Here’s an inside look at Holly Smith’s first 90 days at P.F. Chang’s and how it can help your marketing team.
Building a Business
Customer Loyalty Is Becoming More Fragile. Here’s the Leadership Mistake That’s Fueling Its Decline.
Why trust and emotional connection, not speed or automation, drive lasting loyalty — and how you can use humans and technology together to keep customers coming back.
By Natalie Ruiz
Tech
Stop Chasing New Customers. Here’s How to Keep the Ones You Already Won
Small businesses are always looking for ways to reduce friction for existing customers. AI-powered automation can help.
By Chris Flood
Human Resources
Your Customers Won’t Forgive Empty Words — Here’s Why Overpromising Costs You
Failing to deliver hurts more than just your bottom line.
Thought Leaders
8 Customer Experience Failures Every Leader Should Address Now
Strengthen your customer relationships by addressing these eight key customer experience failures.
By Natalie Ruiz
Building a Business
A Disaster Derailed His Career — But Taught Him the 1 Thing That All Successful People Know
When Michael Palmer took over a beloved California dessert brand, he leaned on a simple approach most successful people already know.
Thought Leaders
If You’re a Founder Who’s Never Done Customer Support, You’re Building Your Business Blind. Here’s How.
When I first started my company, I spent years handling customer support myself — and I wouldn't trade that experience for anything.
By Aytekin Tank
Building a Business
He Rethought the Sports Bar Experience — Now Fans, Teams, and Celebrities Want In
Interview with Brooks Schaden about how a sports bar built around fandom grew fast, formed strategic partnerships, and turned games into shared moments.
Business News
This Is Now America’s Most-Loved Grocery Store, Beating Publix
Trader Joe's scored 86 out of 100 in the latest American Customer Satisfaction Index, overtaking Publix for the first time.
Thought Leaders
AI in Customer Service Is Eroding Trust — Here’s What You Need to Know Before It Derails Your Business
Trust is built through genuine human connection, so AI should support human service — not replace it.
By Natalie Ruiz
Building a Business
This Shake Shack Exec’s Family Didn’t Believe Hers Was a ‘Real Job.’ Here’s How She’s Bringing Innovation to the Brand.
Steph So discusses how she blends hospitality with technology, why curiosity drives her decisions and how Shake Shack keeps innovating without losing its soul.
Building a Business
You Don’t Need More Clients to Grow Your Service Business — Just Fix This Instead
Profitability isn't about chasing new customers — it's about making the most of the ones you already have and streamlining how you serve them.
By John Rampton
Building a Business
She Worked in High-Pressure Kitchens — Then Used the Experience to Start Her Critically Acclaimed Restaurant
Yara Herrera didn't dream of becoming a chef, but she stumbled into the career.
Building a Business
6 Best Practices for Improving Customer Support as a SaaS Company
Good customer support is directly proportional to higher ROI in SaaS businesses. Here's how to improve yours.
Building a Business
Most Companies Stop at Good Service — But the Real Growth Multiplier Is Something Else
Every business is in the hospitality business—because customers don't just remember what you did, they remember how you made them feel.
Business Model
Your Competitors Are Already Using These 4 Customer Service Strategies — Are You?
It's time to put customers back at the center of growth.
Building a Business
Stop Annoying Customers — Here’s How to Automate the Right Way
There's plenty of places you can streamline or personalize your operations without losing that human touch.
By Liz Brody
Building a Business
This Venezuelan Entrepreneur Craved His Favorite Comfort Food – So He Started a Business Selling It
German Sierra's journey in starting Pana Food Truck is rooted in resilience, culture and connection.
Tech
Two-Thirds of Small Businesses Are Already Using AI — Here’s How to Get Even More Out of It
Small businesses can achieve greater efficiency and growth by understanding the difference between generative and agentic AI use cases.
By Colin Twomey
Building a Business
Why Do Customers Say Yes to Buying — But Don’t Follow Through? Discover the Hidden Reasons Behind Lost Sales
Discover why potential customers often agree they like your product or service but still walk away without purchasing. Learn the hidden barriers behind these lost sales — and practical steps you can take to turn "yes" into an actual sale.
By Murali Nethi
Building a Business
How to Consistently Exceed Customer Expectations and Build Unshakeable Trust
Delivering more than you promise builds lasting trust and sets you apart from competitors. Set realistic expectations, then consistently exceed them.
By Ben Walker
Building a Business
What Business Owners Must Know to Build Brand Loyalty Through Customer Experiences
Strong brands aren't built through big ad budgets but by delivering consistent, memorable customer experiences that create loyalty, trust and powerful word-of-mouth marketing.
Thought Leaders
From a Stuffed Giraffe to $3.7 Trillion Lost — Here are 5 Steps to Better Customer Service
A stuffed giraffe's Ritz-Carlton adventure shows that true client loyalty comes from culture-driven service, not one-off gestures.
Marketing
Forget Follower Counts — Influence Is Now About Engagement and Community
Nano-influencers with small but loyal followings are driving high engagement, authenticity and targeted impact through niche online communities.
Building a Business
These Brothers Turned a 2-Man Operation Into One of the Most Trusted Companies in Their Area. Here’s How.
For Jose and Michael Rodriguez of Pest Brothers, one of Yelp's Top 100 Local Businesses of 2025, success is about more than getting the job done.