An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

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 ...

The money language pit The “How are you?” ping pong game The Tricky use of humor in customer service. As a customer service consultant and training designer, one thing I help my client companies to do ...

In today's competitive business landscape, the devil is in the details. With so many businesses competing for customers in both online and brick-and-mortar spaces, setting a business apart boils down ...

Is your customer service stellar most of the time, until it falls apart when confronted with an angry, upset, or disappointed customer? If so, it’s because you don’t have an effective service recovery ...

As business leaders gear up to improve their company's performance, many look for a "silver bullet" to give them an edge. However, the answer they seek is not some imponderable mystery. The answer is ...

No matter what industry you're in, few things are more important for your business's continued success than quality customer service. Improved customer service has been directly linked to better ...

"Artificial Intelligence is not just the future. It is the present that's shaping the future. Our focus should not be to fear it but to learn how to steer it," remarks Madhavi Putta, the visionary IT ...

Several years ago, my wife and I spent a week at a Ritz-Carlton property, and to say it was the most amazing vacation we have ever had would be an understatement. As you know, the Ritz-Carlton Hotel ...

Serving as an expert witness in legal cases can be a way to apply, flex, and grow your business expertise. It can also be a fruitful part-time gig. This is a fertile area for experts on compensation, ...

It’s no secret that the art of customer service in the modern era is something that banks desperately need help with. One of the reasons challenger banks have been able to find acceptance, new ...

HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq: NICE) today announced the launch of CXone Expert, following the acquisition of MindTouch Inc., a San Diego-based leader in cloud-based knowledge ...