How Does Singapore Airlines Fly So High?

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?”.

The Branding Experience – We Never Say No

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

When Things Go Wrong, Bounce Back!

How to capture the advantage behind your next service breakdown.

What to Do when Your Customer Is About to Explode

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 Challenging Times Service Matters Most

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.

What’s a Customer Worth?

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.

Make an Action Plan to Improve Customer Service

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

Clean Sweep Customer Service

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

Moments of Truth for Veterinary Practice Customer Service

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

Top 5 Ways of Dealing with an Angry Customer

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

25 Customer Service Buzzwords Everyone Should Know

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

20 Essential Customer Service Skills

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.

Customer Respect: Resolve Customer Service Complaints Quickly thumbnail

Do you ever stop to think about how much time people spend on the phone making calls to complain about bad customer service? A recent article in The Street pointed out that, on average, adults in the U.S. spend about 364 minutes every year placing calls to report complaints..

How Banks Can Improve Customer Loyalty with Big Data

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When a good customer suddenly becomes an ex-customer, the cries of dismay in many banks are loud: How could something like this happen? In most cases, there are warning signs – but the task of automatically spotting them so far been virtually impossible..

Research finds web best channel for retail customer service. Despite significant investment in digital channels, UK retailers are still only answering just over half (55%) of routine customer questions asked via the email, Twitter and web channels. According to the 2015 Eptica Multichannel Customer Experience Study email performance has worsened considerably in retail since 2014, [...]

Using Games to Create a Better Customer Experience

Read about the latest trend of customer service “gamification”.

Instilling a Customer Service Culture

Creating a culture of service within your organization is vital..

How To Analyze Customer Feedback

Customer feedback is the one thing that gives a business a clearer view of how it is doing. Learn how to analyze customer feedback in this article.