In Jim’s Twitter conversation last week, he said the following: “The math is this: Service done well retains people and strengthens loyalty like nothing else on a dollar for dollar basis.” Anyone who’s experience great (or awful) customer service would certainly agree. Recently, Seth Godin also shared thoughts on this topic, specifically how important it is to get feedback from your loyal customers: “If you know what’s broken, you can fix it for all the customers that follow. It seems …

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Here’s a joke for you: What’s the difference between ignorance and apathy? I don’t know, and I don’t care. No, really, that’s the answer. Seth Godin once said that booksellers shouldn’t be worried about piracy robbing them of riches, but instead wishing people cared enough about their products to try to pirate them. That reminded me of something I say to entrepreneurs and would-be entrepreneurs all the time: If you work from the assumption that no one knows or cares about your …

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