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 ...

In an age of social distancing, customer service may be the biggest challenge for companies seeking to create warm, fuzzy, ...

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 ...

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 ...

“Customers demand a high quality experience across all touch points, starting with their first service experience and continuing over the course of the customer's lifetime. [Thus] the only way to earn ...

The words Big Data are spoken every day in corporate offices around the world. And the benefits of it to companies and customers is, well… big. And while Big Data is becoming more accessible to small ...

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.