Employees who deal directly with customers are a company's public face. Their behavior and actions directly impact the image of a company and shape how the public sees a business. To make sure you are ...

In my last blog, I mentioned all the ways that a B2B customer (another business) is different than a B2C customer (an end consumer): they tend to be more insightful, more rational in their ...

When preparing for a job interview, particularly for a position involving customer service or support, it's crucial to understand that excellent customer service is both situational and contextual.

The important thing to remember when interviewing candidates for a customer service position is that customer service is very much situationally and contextually driven. Take, for example, the popular ...

If you want to know how you can best help a customer, you must ask. And there's a real art to interviewing customers so that they reveal the needs and opportunities your offering can meet. First, you ...

Editor's Note: The following is a guest post from Linda Deeken, chief marketing officer, and Chris Fosdick, principal, at The Cambridge Group. To get to the heart of customer demand and unlock new ...