To kick off Customer Service Week 2016 (which starts Monday), let me pose a question that may sound like a no-brainer: Does practice make perfect in customer service? The answer, surprisingly, is "not ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

Effective customer service is a crucial component of most successful businesses. And it can be especially important to small businesses that face high competition rates, spend a lot of time meeting ...

The notion of going above and beyond customer needs is so entrenched in organizations that managers rarely question it. But delighting your customers may be a waste of time and energy. In fact, most ...

Customer expectations have never been higher—and the bar’s raised every day. Pandemic-driven digital-first experiences mean consumers, especially Gen-Z and those younger, now expect companies they buy ...

The enormous strides made in customer experience (CX) related technology in recent years has made it essential that companies continually upgrade their CX strategies to ensure they remain abreast of ...