Employees who deal directly with customers are a company's public face. Their behavior and actions directly impact the image of a company and shape how the public sees a business. To make sure you are ...

In my last blog, I mentioned all the ways that a B2B customer (another business) is different than a B2C customer (an end consumer): they tend to be more insightful, more rational in their ...

When preparing for a job interview, particularly for a position involving customer service or support, it's crucial to understand that excellent customer service is both situational and contextual.

When gathering customer feedback, asking misguided or poorly formulated questions can have serious negative repercussions. Today’s top companies rely heavily on human insight to guide their strategies ...

If you want to know how you can best help a customer, you must ask. And there's a real art to interviewing customers so that they reveal the needs and opportunities your offering can meet. First, you ...

Editor's Note: The following is a guest post from Linda Deeken, chief marketing officer, and Chris Fosdick, principal, at The Cambridge Group. To get to the heart of customer demand and unlock new ...