We’ve created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team’s service excellence and inspire them to amp up their skills.

People who work in Customer Operations know of the “Alphabet Soup” of customer service performance metrics. In one expert’s opinion, there’s really only one that counts.

Ever feel like the human connections in customer service are at risk? Even with advancements in artificial intelligence, combined with more use of chatbots and pre-recorded messages, creating strong, human connections with customers reigns supreme when it comes to customer loyalty. I got a call the other night from the Red Cross. As a regular […]

National news, Twitter and YouTube are loaded with examples of customer service gone wrong. While there are lessons to learn from service breakdowns, there’s even more value in following leaders who share a consistent set of guiding principles for “getting service right.” Harry D. Cohen and his wife Jan Cohen excel at leadership for customer […]

The following article is a how-to excerpt from “Taming Gladys! The Busy Leader’s Guide to Creating Fierce Customer Loyalty.” Follow the instructions below to analyze the customer touchpoints in your department or at your business. Make an effort to enhance those touchpoints and watch your customer loyalty scores grow.

  Today we’re featuring a post by our dear friend Chip R. Bell. Enjoy! —– I appreciate the political incorrectness of using such an uncouth word like “stupid.”  I could use irritating, frustrating, exasperating and even nauseous.  But that would not reflect the typical customer’s sentiment when they are victim of an inane service process.  […]