In recent years, we've heard quite a bit about digital transformation, a term that means different things to different people. It's often used to describe the transformation from brick-and-mortar to ...

If your customer service approach is to treat each customer like a commodity, you'll quickly turn your business into a commodity: easily forgotten, easily replaced. Take a listen to this customer as ...

Building an effective customer experience practice is clearly important. But doing so requires a holistic approach. Forrester analyst Maxie Schmidt recently noted that for certain industries, ...

As business leaders grapple with the short- and long-term impacts of COVID-19, the potential risk to employees and customers from face-to-face interactions remains a vexing issue. Companies need to ...

Building an effective customer service program starts with the attitudes of your customer service representatives. Customers are more likely to respond in a positive way when your customer service ...

Whether from regulatory changes or customer expectations, it seems that healthcare organizations face new pressures every day. To satisfy customers and remain competitive, your organization must be ...

Balancing a diverse product profile and increasingly global consumer base brings new and more complex service challenges. The increasing number of consumer touchpoints, and instant, always-on ...

Customer service approaches are becoming worse by the day—and it’s not just because so many companies are farming out theirs to foreign countries so people who speak English as a second language are ...

Few marketers would dispute the statement that it is the sum of all customers' interactions with a company, over time, that ultimately creates or destroys that company’s brand value. Yet few companies ...

Matina Koronis-Koester says she’s a little old-fashioned when it comes to customer service. That means when someone calls digital partners inc. a person is going to answer the phone. There is no ...

Michelle Hataway is using the same Jefferson City charm she picked up from years of working at her family's local retail business to energetically promote economic development statewide. Regular ...

Any effort to bring empathy and sympathy and to humanize police officers beyond the badge is a step in the right direction, Greg Jackson, co-founder of nonprofit Heal Charlotte, said about the ...