From time to time, in my work as a customer service consultant, I run into company leaders who wake up on a random weekday morning, suddenly and unstoppably gung ho on improving customer service ...

Customer service has never been more important to the success or failure of a business. Where customer service used to be a cursory addition to a product or service, it has evolved into the series of ...

Every company in the known universe wants to provide great customer service and deliver an attractive customer experience. But a lot can go wrong along the way to accomplishing these goals. Below I ...

The recent Executive Operations Forum at Operations Summit 2017 generated many ideas and cost-savings tips. What improvements, best practices and innovations have you implemented in your contact ...

Amazon's Prime Day sale kicked off the beginning of what experts say will be an early holiday shopping season. According to marketing firm Sidecar, 72% of holiday shoppers say they will do more ...