An intense level of customer focus is a trait you’ll find at any company known for world-class service. The only “problem” is that we don’t often get to peek at these companies specific practices: ...

Great customer service is easy to spot but difficult to master. While some tactics are obvious, like treating the customer with respect and fairness, the very best techniques for improving customer ...

I’m about six months into my role as Director of Customer Support at NumberBarn — and in this role, I have the pleasure of interacting directly with paying customers on a semiregular basis. Throughout ...

Boeing is one of the world’s largest aerospace companies, with a long and celebrated history of providing world-class aircraft. However, in recent years, the company has been struggling, in part ...

We know that companies are notoriously bad at handling customer service over social-media platforms. With a huge increase in customers turning to social channels to communicate, businesses should be ...

1 in 5 consumers switched suppliers in 2012 and 85% of them said their loyalty could have been retained if the company had acted faster on dealing with the problem or query. That’s just one of the ...

The first lesson in applying AI was learning how important it is to know who will be interacting with the AI application. We need to understand who the users of the application are, and what they are ...

Are you a fan of Apple? If so, you’re undoubtedly familiar with the man behind the pomaceous fruit. What’s “pomaceous”? You ask. “Pome” means a fruit of a flowering plant; pomaceous refers to pomes.

Last week I shared the customer-service strategy that lets people quickly reach Matthew Steilberg, who oversees all branches and retail banking C&F Bank. And I asked you to send in your own stories of ...