‘Social CRM’ deserves its status as the latest buzz-word yet companies are still not taking up the opportunity. In this article we explore why social CRM holds the key to engaging and retaining customers.

Here are 5 ways to step up your organization’s focus on customer service.

Never before has timing been as critical to an organization’s success as it is today.

Mike Bindrup shares his experience with two very different service providers and reflects on the importance of customer touch points.

Multiple channels in the contact center mean multiplied challenges.

When it comes to handling angry customers who feel underserved, not heard, or not appreciated, it’s often about doing the little things that can make it end up right.

Take these four steps to create a culture of service within your organization.

Make sure you are not putting up your own barriers in the way of great customer service.

Regardless of your line of business, your organization may have a middle seat that needs fixing.

Just how important is customer service to you? In this article, Bryan K. Williams examines some companies for whom customer service is everything.

Do you want to provide fresh customer service? Try ignoring conventional wisdom and make your employees number one.

Some useful ways to handle the most difficult clients.

Marketers really should market good customer service more than they do. Why? Because customer service really does matter.

Brief Encounter: “A minor meeting, short in duration with a person who you will probably never see again.” Does this describe the relationship between you and your customers?

How to diffuse potentially difficult customer service situations.

Learn about the next generation of customer feedback.

Learn how video can enhance the quality of the customer experience.

In this article Dr. Parson gives us some great tips on how to create unforgettable customer experiences.