The way customers interact with your business — whether positively or negatively — plays a crucial part in how your company is perceived and whether you can keep and expand your customer base. However ...

I have a favorite customer service anecdote that I’ve been using in most of my workshops for many years. Some may even say that I need a new story! However, the reason I stick with this story is ...

In the world of customer service, we often encounter an intriguing concept known as the service recovery paradox. When customers come to you with a problem, they're often upset and on edge. It's a ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Based on the best practices of the greatest customer-centric organizations in the world (Ritz-Carlton, Nordstrom, Starbucks, Zappos, and others), I instruct my consulting clients to respond to every ...

Exceptional customer service depends on more than smiling, empathetic employees (though they’re vitally important as well!). It also requires customer service standards and customer experience systems ...

Explore five notorious customer service failures and key lessons to avoid repeating errors that can tarnish your brand's image. We’ve all experienced bad customer service. But have you been so mad ...

In business, getting people in the door is a key to success. But an even bigger challenge you'll face is to keep customers coming back. A buyer who makes one purchase is likely an impulse buy or a buy ...