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: ...

The vast majority of customer service isn’t critical, but that’s not the case for nonprofits working at the forefront of some of the most pressing challenges facing our planet and society today. From ...

Balancing business growth with exceptional customer service is one of the most challenging yet rewarding aspects of franchise leadership if you get it right. As a franchising executive and CEO of ...

What’s the most valuable lesson you’ve learned about identifying your ideal customer, and how has this lesson shaped your marketing strategy? To uncover practical advice and real-world experiences, we ...

At about 1 a.m. during a memorable trip I took to Australia, I awoke suddenly in a hot sweat in my hotel room at the Intercontinental Sydney Double Bay. Supposedly among that country's leading hotels, ...

Building a successful service business takes more than technical skills. It requires a clear vision, strong communication, consistent customer care, and a long-term commitment to quality. For plumbing ...

The first lesson in applying AI was learning how important it is to know who will be interacting with the AI application. We need to understand who the users of the application are, and what they are ...

The word “routine” has been in use since the mid-1600s. Derived from the English and French words for “route,” it’s meant to convey a regular activity done along the way to somewhere else. It’s often ...

GenAI has the potential to enhance customer service productivity by 45% (McKinsey). However, most early GenAI projects in customer service have failed to meet cost reduction and CX goals. Gartner ...

On April 16, 2007, my wife talked me into adopting a tan, 2-year-old Labradoodle and Sheepdog mix. She wasn’t the dog I had in mind, but she slowly grew on me. We gave our boys the important role of ...