Regents’ Professor Emeritus of Psychology and Marketing Robert Cialdini's research found social norms have a significant effect on what we toss into the blue bin.

Companies may be losing more customers than keeping them because of ineffective customer service efforts, according to the 2015 Customer Rage Survey.

Most people want to give back to people who do something nice for them. In fact, social mores dictate that a favor should be returned in kind, and we apply pejoratives to those who do not: ingrates, moochers.

The ability to persuade others is critical to success, whether you are selling cars or a new corporate strategy. Psychology and marketing Professor Robert Cialdini has examined the component parts of influence, in the lab and on the street.

A well-executed business blog is a 24-hour opportunity to interact with customers, impress Wall Street, spark business-to-business opportunities, track industry trends, spot brand deterioration and spook competitors, all maintained at a low-rent cyber address. Does your company have one?

Indifferent employees alienate shoppers, run off clients and botch deals with a shoulder-shrug. They don't care, and that message acts like static on a bad telephone connection, canceling out any lucrative communication. How to turn that attitude around?

When it comes to consumer contentment, managers and executives should not mistake silence for satisfaction. Most unhappy customers never say a word; they just take their business elsewhere.

Strategies for recovering from service failures can have a dramatic impact on profitability, according to research conducted at the W. P. Carey School of Business. That's because most business profit comes from keeping current customers satisfied, not from developing new accounts.

The W. P. Carey School, through its pioneering Center for Services Leadership, has been at the leading edge of research concerning the services sector, which now accounts for 75 to 80 percent of the U.S. economy.

Corporations utilize multi-person buying committees to be sure that high-ticket decisions are based on broad input and merit.