As a customer service and customer experience turnaround expert, I can walk right into your business and tell whether you have a cultural “default of yes” or not. If you do, it makes the rest of ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

A good customer service department sets out to create a positive experience for the customer each time. The customer may not always get the results he was looking for, but a good customer service ...

Responsible customer service departments establish methods and techniques for gracefully handing language barriers to provide superior customer service. Language barriers may be based on speaking ...

Long lines. Confusing websites. Unreachable customer service. Many Americans navigate these common obstacles to access critical services from the federal government. Recent polling by my organization, ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

My friend Dr. Willie Jolley just released a new book titled An Attitude of Excellence, and it is a great one. Jolley is one of the finest motivational speakers I know. When he talks – and sings – ...

Where do you stand in terms of customer service? And how do you rise to the top? Here’s how to prepare for sustainable bottom-line results. When you’ve only reached the middle rung of customer service ...