Long waits navigating a never-ending sea of voicemail prompts, frustration trying to find help with web forums, and repeated emails to customer support that never seem to go anywhere. Of all the ...

Customer relationship management consultants provide independent advice on solutions for managing customer service and customer relationships. Their aim is to help clients improve customer ...

Customer service has always been considered one of the most important aspects of a successful company. This isn’t always the most exciting department to perfect for business owners, however, so ...

Walt Disney once said about movies, "Do what you do so well that they will want to see it again and bring their friends." The famed animator's quote can also be applied to customer service. If a ...

The research explores the question of how personalized customer service profiles influence customer behavior compared to standardized profiles.

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

This past holiday season led one of my team members into her first predicament of customer service versus client management. When was it okay for her to be a “yes” person, and when was it better for ...

You may know the feeling: You're talking on a cell phone when your call gets dropped. You've been disconnected. You're frustrated. You may even think of switching to another wireless service provider.

I recently bought a laptop from one of the leading consumer PC vendors. It was not the best experience of my life. From the moment I placed the order online to the moment I sent it back, it’s been a ...

In many consumer markets, companies that once relied on developing new product features and improving customer service increasingly see competitive advantage rooted in the entire experience that’s ...

All people may be created equal, but the same can’t be said for customers. Everyone knows that some customers are more profitable than others. Conversely, some are downright unprofitable. Knowing ...