You might not be able to define service, but you know it when you find it, and so do our customers. Countless seminars, books, and articles have been written on the subject of service. Every company ...

What is internal customer service–what’s a good, workable definition? As a customer service trainer and keynote speaker on internal customer service, let me share how I define this “what”–and, more ...

Customer journeys are all about defining the moments that matter most. One CX team shares their thoughts on this practice. Most organizations say planning for new customer journeys is their number 1 ...

Many companies today are striving to differentiate their business by creating a better customer experience. But great customer service doesn’t simply come with the wave of a magic wand. It must be ...

I define "customer service culture" as an atmosphere in which employees, management, and leadership serve their customers eagerly and effectively. (Think Nordstrom, USAA Insurance, Southwest Airlines, ...

Although many companies are still struggling to define and measure customer experience (CX), those that spread responsibility for CX across the organization, as well as concentrate on measuring ...

Though the two terms are often used interchangeably, customer service and customer experience are not the same thing, Forrester Research asserts in a new report. Rather, customer service, the firm ...

What makes what you do special to customers? "One of our core values as an organization is to always put the needs of residents first, remembering that this is their home," President/CEO Shawn Stuhaug ...