The term “customer experience” is ubiquitous in business these days. In fact, focusing on the customer experience has become the single most important way for an organization to achieve success—often ...

There are a number of reasons that companies fail at customer service. As I read dozens of articles each week, numerous books on the topic throughout the year, as well as conduct some of my own ...

Q: I’m curious about providing “wow experiences” for our customers as a way to elevate the customer service we’re currently providing. Candidly, we have so much trouble just getting through the day ...

There are far more companies that want to become “the Ritz-Carlton of banking” than “the Wachovia of Hotels” I’ve found, as a customer service turnaround expert and consultant. In fact, working across ...

(This is Part 2 of a two-part article on Principle before Policy–the new rules for customer service.) As we mentioned in our previous column, corporate principles are more important for retaining ...

The biggest customer service problem for many managers is that they focus almost exclusively on day-to-day tactical customer service issues and fail to develop the latent, strategic customer service ...

For all of us current and former firefighters, we have heard the term “customer service” since our first day on the job. It is often used as a question on interview panels and in mission statements.