Just about everyone has a story about a customer service experience. Some were so spectacularly good or bad that they take on a life of their own as they are repeated by many people with no connection ...

A problem doesn't last a lifetime. But how you deal with it can make it linger for years without resolution. In my studies about the topic, I've identified that, in addition to everything that ...

Good customer service comes with many benefits, such as increasing loyalty and growing profits. Learn how to implement good customer service at your company. It's an all-too-familiar scenario. You ...

EXPLAINS, YOU ARE NOT ALONE FOLKS. IT’S CALLED THE NATIONAL CUSTOMER RAGE SURVEY AND THE LATEST EDITION OF THIS SURVEY SHOWS THAT MORE AMERICANS ARE NOT ONLY HAVING PROBLEMS WITH PRODUCTS AND SERVICES ...

Five steps to ensure that you don’t jump to solutions by Julia Binder and Michael D. Watkins When business leaders confront complex problems, there’s a powerful impulse to dive right into “solving” ...