When Rachel Kellner and her husband bought Aigner Chocolates, a longstanding chocolate shop, she brought her values of community and charity to keep the store relevant and successful.

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The secrets of turning upset customers into raving fans, courtesy of the scientifically proven principle called “the service recovery paradox.”

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What happened to DTC brands and why — and the evolution that is now required in direct-to-consumer branding.

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Delighted customers can become your brand’s ambassadors, driving organic growth through word-of-mouth marketing and repeat business.

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Don’t underestimate the power of human interaction.

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In this episode, “Mexican Mom” Gina Antimo and her husband Jaime Reverté share how they foster a welcoming, family-like environment in their restaurant through customer service and authentic food.

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It’s time to make your business less about you and more about your customers.

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Jordon Keltz and Adam Stupak discuss the launch and growth of their revolutionary real estate platform SpaceIt.

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If you want to transform customer service performance at your company, you need to look beyond individual employee behaviors and focus on your broader customer service culture.

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PR is, at its core, storytelling. And the story of my now-thriving solo-owned business has been fraught with as many mistakes as successes, as many fall down the ladder as steps up. It’s from my missteps, in fact, that I learned even more than from my triumphs, and this article presents 5 of my biggest blunders on the road to a flourishing small business.

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