Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

Anyone who has had a customer support e-mail query orphaned by a vendor or who has been forced to abandon a shopping cart midsession knows that online customer service has a long way to go. E-commerce ...

Q: I’m curious about providing “wow experiences” for our customers as a way to elevate the customer service we’re currently providing. Candidly, we have so much trouble just getting through the day ...

A business's customer experience is an important indicator of its overall success. Your customers are the cornerstone of your company, and they should be treated as such. If they aren't satisfied with ...

PICATINNY ARSENAL, N.J. - As a service provider organization, U.S. Army Garrison Picatinny Arsenal employees are committed to providing programs and services delivered with a sense of individual pride ...

Many passengers will happily attest that too many airline employees act as if they’re members of a security force, rather than representatives of a brand that’s supposed to make customers feel good.

Recently, I was invited to participate in a webinar discussing the role of emotions in customer experience. During the discussion, I made the point that while I believe we should pay close attention ...