When people ask me what I do, I'm sometimes tempted not to mention that I work for a health insurance company. This, after all, is the industry that almost everyone over the age of 23 loves to hate.

You have a problem with your cell phone provider. Or your printer. Or your cable provider. So, you turn to customer service for help. Press one. Press two. Try to talk to a human, but you can’t. My ...

Customer satisfaction in the U.S. hasn’t hit rock bottom, but it’s darn near, according to the latest American Consumer Satisfaction Index (ACSI). Since 2018 – before the pandemic, mind you – index ...

At the root of every single business is a pain point. In its most basic form, a company is simply a solution to a problem that a customer has. When you strip away all the fancy branding and marketing ...

I recently received a letter from my bank asking me to call about an error on my mortgage payment. It was a simple matter — a bill I’d paid had gone to the wrong ...

When you think of a point of sale system, you likely think of faster transactions, the ability to track sales, and efficient inventory management. But one benefit that many people forget about in ...

Customer service excellence, for any sized business, is one of the most effective ways to build and sustain a competitive advantage. Yet when it comes to small business, there is, arguably, even more ...