Where does the customer service culture begin? At the top, with leadership – in the C-Suite or with ownership – when that culture is defined. What does the definition of a company’s customer service ...

Customer value hierarchy is a system of worth that businesses across the country, both large and small, have turned to as a means of determining customer satisfaction. Businesses have shifted focus to ...

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 ...

OK, take a deep breath. I'm going to spend some time distinguishing customer relationship management (CRM) from customer engagement management from customer experience management. Then you'll have to ...