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 ...

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: ...

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 ...

Brand experience goes beyond customer service as it encompasses all the feelings consumers have before, during and after interacting with a brand. [Istockphoto] The first week of October is a time ...

Imagine the following scenario: You’re having a really bad day, dealing with tons of irate customers, disgruntled employees, the list goes on. You’re at a breaking point when suddenly an aggravated ...

It’s true that customers who feel satisfied after an interaction with your brand are more likely to become repeat customers and recommend your product or service to others with positive reviews and ...

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, ...

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 ...

Last week I shared the customer-service strategy that lets people quickly reach Matthew Steilberg, who oversees all branches and retail banking C&F Bank. And I asked you to send in your own stories of ...