An intense level of customer focus is a trait you'll find at any company known for world-class service. The only "problem" is that we don't often get to peek at these companies specific practices: ...

Caring for customers is a critical element in every business. Most small business owners “get this” but struggle to deliver a consistent, flawless experience to their customers as they grow. In fact, ...

How a business handles customer service interactions increasingly defines its online reputation, yet, according to our recent survey that gives a list of the best and worst customer service brands, ...

Being the lead story on the 6 o’clock news because of customer experience failures isn’t what any organization wants. But that is what happened to the Virginia Employment Commission (VEC) on July 16, ...

When we ask our clients, “What differentiates you from your competition?” they will often say something about their fantastic customer service. When that happens, we push them a bit further by asking, ...

You don’t have to be in banking to appreciate customer service insights from the industry. A recent survey from Clarabridge on the banking industry is a customer service wakeup call for any and all ...

Comcast’s public image took a hit last week when an audio recording of an overzealous customer-service representative went viral. As the CEO of a business phone-service provider (with no connection to ...

Hurricanes and customer service: How are they related? I used to think not at all. But as a Houstonian and the vice president of Brian Gavin Diamonds, the link between these two concepts recently ...

Customer experience professionals share their lessons learned during the pandemic and what to focus on in 2022. COVID-19 has devastated lives and livelihoods all across the world in a short amount of ...

I've long preached to bank managers and frontline employees about the open-loop nature of the brain's limbic system. (No, I'm not a doctor, but I sometimes play one in presentations.) People greatly ...

Opinions expressed by Entrepreneur contributors are their own. One of my best friends recently led an industry event. I couldn’t be there to support him in person, so I thought I’d find a way to have ...

An intense level of customer focus is a trait you’ll find at any company known for world-class service. The only “problem” is that we don’t often get to peek at these companies specific practices: ...