Lots of companies have corporate policies. A great many, however, lack corporate principles. Most companies and their employees have no idea what customers want, much less how to deliver what they ...

Here’s what the research from Gallup and other research organizations says: If you are trying to drive up your repurchase rate and overall customer loyalty, customer satisfaction is never enough. In ...

An old business mantra says that "the customer is the king." I don't think the customer is the king. My belief is that a balanced and fair working relationship where no one is the king, and both ...

Efforts by health systems to provide care in the most appropriate, lowest cost setting coupled with advances in minimally invasive techniques have shifted many hospital cases to the outpatient setting ...

Customers today are passionate fans of properly designed self-service. In response, I've developed specific, reliable rules, based on customer experience design principles, customer service best ...

We know many of your clients are experiencing high call volumes as a result of the ongoing COVID-19 situation. In order to provide them with some helpful information during this time, we have ...

Do you truly want to know how customers view your customer service (and can handle the truth)? If so, here’s a 10-point consultation that will help you do exactly that through improved customer survey ...

Opinions expressed by Entrepreneur contributors are their own. Company culture is one of the hot-button issues in C-suites today, and for good reason. Providing an exceptional customer experience is ...

In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...

CCOs play a critical role in today's demanding marketplace. But without the right support, authority and resources they will never achieve the intended impact. I’ve worked with several clients ...

This post is part of a larger effort by Commit Swimming to be transparent around their business practices. This effort is designed to help entrepreneurs within the swimming community to find ...