A well-planned and maintained knowledge management system is the cornerstone of a successful customer experience strategy..

It is often the small details that customers notice and remember more than the product they purchased. Pay attention to the little things and your customers will love you even more..

There are quite a few best practices out there to gain customer feedback to help improve your organization’s performance and growth. But are you asking the right questions?

Telephone etiquette is a critical ingredient to making a positive first impression. Here’s what your employees need to know..

Rick Conlow gained some key lessons from his customer service survey conducted at the Mall of America..

When your business becomes so successful that you can’t serve your customers, you need to get creative. Shep Hyken explains..

Dr Valerie Bram shares some key insights into how companies can ensure they don’t lose their customers’ trust..

Here you can view the attendee list for the forthcoming Customer Service Summit West and claim a special $200 discount..

For those organizations that may still be behind the curve, here are some ways to catch (and keep) up in today’s fast moving world of customer service..

The key is to implement things that are effective and actually work for customers and the business – not just to satisfy an auditor..

When we examine the concept of understanding customers in 2019, there are three trends to keep in the forefront of your strategic vision..

Why wouldn’t you love your customers? They’re keeping you in business. It’s up to you to set the stage for some powerful long-term successful relationships by simply… showing some love..

Your customers are the ones that shape your growth, define your offerings, and pay the bills. But are you getting the customer experience wrong?

When it comes to taking care of customers, sometimes people go a little further than expected. Shep Hyken reveals how a taxi driver went the extra mile..

Successful teams are made up of the right people. This is true in sports and it is true in customer experience work. Learn what makes a great CX team..

If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final..

With channel options growing, learn how businesses are continuing to provide service experiences that are unified, consistent and compelling..

It’s time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance..