One of the best ways to increase customer satisfaction is to encourage your staff to proactively “Connect the Dots” for your customers.

As the debate about whether employees or customers come first rages, Bob Thompson gives us his view on the subject.

Digital Customer Experience: Beyond the Feedback Hype

Digital customer experience is not just about collecting feedback, it’s about focusing on customer insight and follow-up action.

Surprise customers with your awesomeness and they will spread the word.

Great Customer Service Is Much More than a Smile

A friendly smile and a pleasant demeanor are not in and of themselves the essence of great customer service.

By utilizing customer experience mapping, everyone in your organization will understand the goals for the overall customer experience.

The customer’s problem may not be our fault, but it is still our problem to solve.

Customer Service Excellence: Find a Way to Make It Happen

Finding a way to make it happen always results in excellent customer service.

Find out how bending the rules is sometimes necessary to provide excellent customer service.

How Well Do You Treat Your Internal Customers?

What if your internal customers had a choice about doing business with you? Would they?

How to avoid the pitfalls when developing and implementing your customer experience strategy.

Here are some key ingredients for successfully managing the customer experience.

Top 10 Tips for Excellent Customer Service

Top tips to help you provide the kind of excellent service that your customers truly deserve.

How to Become a Customer Service Hero!

Can you step up to the mark and become your customer’s hero?

How to Deal with Irate Customers

Dealing with irate customers is one of the most pressure-packed experiences you will encounter at work. Here are some ways to handle the most difficult clients.

US and UK Customer Service: Differences Revealed

A new study highlights the contrasting responses of consumers in the US and UK.

Customer Service Empowerment Powers Profits

Employee empowerment is defined as allowing employees to make fast decisions—on the spot—in favor of the customer.

It’s a business no-brainer that happy employees make happy customers. But how do you get happy employees that deliver the best possible customer service?

Handling Customer Complaints: The LAAF Method

The LAAF model is an effective, easy-to-follow, step-by-step approach to dealing with customer complaints.