Barry Moltz

Why I Rent from Enterprise

August 24, 2015 | By Barry MoltzWhen I have a choice, I always rent from Enterprise. I find that they are one of the only rental companies that really care about customer service. Maybe because they have one of the largest college graduate training...

The Holiday Bonus Trap

This is one of the trickiest questions to answer this time of year. Holiday bonuses are the proverbial double edge sword for owners. In one instance, they want to share the holiday “cheer” with the people that have helped all year long. They want...

What is Wrong With the Airline Industry

I know from an economic and logistical standpoint, there are a lot of things you would like to fix but they are economically insurmountable. But from a frequent passenger’s point of view, there is one thing you can fix: the customer experience. This is what…

Get Ready: Connected Will Drive the Economy

It’s a concept heard again and again: the Internet is making the world more connected, and it’s not just about technologically advanced countries, either. Wired Magazine has an infographic that shows how many people throughout the world are “digital natives”–young people who were born in a digital environment,...

UPS Really Does Deliver

March 24, 2014 | By Barry Moltz I am not easily impressed when it comes to customer service. I have also come to expect great service from Amazon and UPS. This time, they blew me away. I had sent a book through Amazon to a…

Social Media Marketing- Now on Demand!

The internet has proven itself to be a wonderful medium for sales, and social media is the most fertile frontier in the infinite internet. At least, it is in theory: most small businesses (and many large ones) still don’t understand how social media can...

What is Your Best Price?

I hate having to ask this question. This recently came up when I got a bill for my subscription to the Chicago Tribune for $129.87. This was 400% more than my last quarterly bill. When I called to complain, they said that the cost of...

Let Customers Complain

Businesses dread dealing with dissatisfied customers, but it’s important to let them complain. Great customer service has become part of a company’s marketing plan because when customers are happy, they’ll let their friends and family know. And when they’re not and a company doesn’t...

Are You Asking the Right Interview Questions?

Even though the economy’s been a bit better, it still can be challenging to find good employees. Not only do they have to perform the job well, but they also have to fit within the company’s culture and help increase productivity and sales. To hire...

Get in Bed With Your Banker

Because of consolidation, banks have become huge and impersonal. There are still smaller banks around that are community-oriented, but they're not as common as they were several years ago. Brendan Greeley in Bloomberg Businessweek says that rural banks have advantages that big banks don't,...

Make Customer Service Soar

December 13, 2013 | By Barry Moltz A lot of people talk about offering great customer service, and this year, the Canadian airline WestJet is probably one of the best examples of that. They set up screens at a couple of Canadian airports, and passengers...

Stop Your Employees from Working for More Success

If you own a business, then a normal 9-to-5 hour day sounds crazy. You probably want your employees to work long hours along with you. Usually business owners feel that working long hours demonstrates commitment, which will lead to productivity and increased profits. Actually,...

A Loss Can Be a Gain

October 04, 2013 | By Barry Moltz Ashley Merryman wrote a great op-ed in the New York Times explaining why "Losing Is Good for You," and she gave an interesting label for the excessive trophies in school sports, calling the system "The Trophy-Industrial Complex." She...

Why We Value Fake Followers

There was a Reuters article by Jim Finkle in the Chicago Tribune (though you can read it online at the Toronto Sun's website) about how you can buy followers on social media. This is not new news, but what surprised me was that fake...

Do you have a social media plan?

Nowadays, businesses have to integrate social media as a part of their marketing and publicity plan, and there needs to be a roadmap to get the company and everyone involved on track so that the message will be clear and communication mistakes will be...

Why Email isn’t dead

Don't believe the hype: social media is popular, but that doesn't mean email is dead. Email matters when you're marketing your business, and it's a great way to communicate with customers and potential clients. It's still used a lot: more than 100 billion emails...

Do you keep your promises?

I often get responses to emails and articles I write, but I want to share an email that I got recently that's another example of what I talked about in my article at the American Express Open Forum, "6 Acts of Extreme Customer Service."...

5 Secrets Entrepreneurs Will Never Tell You

I have been an entrepreneur for 25 years. I never planned for this to happen. I started by career at IBM and wanted to be CEO of that company. But, in 1988, the entrepreneur bug bit me and I would never be the same. Here...

When Price Gouging Just Won’t Do

April 22, 2013 There are many areas of a business that higher profit margins than others. It is good for a business owner to focus on these. The problem is when the customers know that your are gouging them. For example, I just ordered 200...

Why Your Business Blog is Boring

You put a lot of effort into content for your company web site and now one comes. No one ever comments. Why? Because it's boring. 1. You write like a robot. Find your voice and make it fun whatever that is. Take a risk...

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