We've all been there: endless hold times, unresolved issues and wondering if anyone actually wants to help. The good news? Customer service experts say simple strategies can transform those ...

The critical risk area for losing a guest varies, depending on the industry and the individual guest’s experience, but three main touch points offer opportunities to reinforce loyalty. Just remember ...

Exceptional customer service depends on more than smiling, empathetic employees (though they’re vitally important as well!). It also requires customer service standards and customer experience systems ...

Founder of FPW Media, creating industry-leading brand experiences that engage the next generation of decision-makers in a fast-paced world. Professional service businesses tend to invest significant ...

Wow customer service stories are essential to the growth–cultural and financial–of most companies in most industries. Why do these over-the-top, creative acts of customer service matter? “Because ...