Have you ever experienced that feeling when you encounter a new piece of information that completely shifts your understanding of the world around you? Whether it’s a great book, an enlightening movie ...

Don't look now, but your company's customer service problems may be about to go viral. There are thousands, perhaps hundreds of thousands, of videos about customer service missteps that can be found ...

Sending customers videos that bolster suggested repairs and maintenance revealed by multi- point inspections is a proven way to amp up service and parts revenue. But persuading technicians to ...