I have a favorite customer service anecdote that I’ve been using in most of my workshops for many years. Some may even say that I need a new story! However, the reason I stick with this story is ...

When economies decline, scaling back to ensure survival makes sense. But too often those cuts can be reactionary, targeting customer-facing functions—such as Marketing. Traditionally, leadership has ...

According to the firm's new research, developing a unified service recovery management strategy will allow organizations to meet customer expectations while preventing customer churn, ultimately ...

Identify any areas within your product, processes or business model that hinder customers from fully appreciating what you offer. This could involve experiencing your company’s services firsthand. For ...

FAIRFIELD, N.J.--(BUSINESS WIRE)--11:11 Systems (“11:11”), a managed infrastructure solutions provider, was named an Aspiring provider in the 2023 Gartner Peer Insights™ Voice of the Customer for ...