CRM may or may not prove to be the answer to providing excellent customer care, but the philosophy of putting customers at the heart of our business is definitely a step in the right direction.

You probably spend a great deal of your time looking for new customers or clients. However “are you sure your doing enough to hold onto the ones you’ve got?”

Customer service? Two strange little words that are totally non-existent in today’s hurried, hectic, and non-personal world.

Thinking about conducting some customer research? Read Martin Day’s step by step guide to learn more.

During increasingly competitive times, isn’t it all too easy to simply cut overheads at any cost?

Profitable every year since the beginning, Singapore Airlines (SIA) frequently wins international awards for top flight quality and service. Here’s how they do it.

Sounds like a strange question, but you would be amazed to learn how many companies implement new CRM technology without first considering the question “Do we know our customers? All of them?”.

Colin Shaw urges you to ensure that your branding and marketing activities are aligned with your customer experience.

How to capture the advantage behind your next service breakdown.

When things go wrong, customers get upset. Sometimes they blow up in anger. Here are five steps to sanity when your customer is ready to “explode”.

In difficult economic times, some businesses cut costs by cutting corners on customer service. This is exactly the wrong thing to do. Right now, service matters more than ever. Here’s why.

One of the most serious and costly mistakes companies make is failing to recognize the difference between the value of a customer today and the long-term value of that customer.

Customer Service is a critical factor for keeping your clients coming back and ensuring they’ll refer you to others.

How can you communicate your company’s vision effectively so your employees deliver the highest level of service?

Diederik Gelderman offers a framework for successful customer service in a veterinary practice.

By staying calm, you may be able to satisfy even an upset customer. Even if you don’t, you can maintain your professionalism.

Love them or loathe them, here are some of my favorite customer service buzzwords for you to use and enjoy.

At the heart of great customer service is the way we interact with our customers. It will come as no surprise to hear that we don’t always get those interactions right. In my opinion, what we need is a distinct skill set that can be applied consistently throughout the service industry.