What’s the most valuable lesson you’ve learned about identifying your ideal customer, and how has this lesson shaped your ...

As Americans debate the potential success of the Obama stimulus package, what should be done with the failing bank CEOs, and how to save the auto industry, the one thing they seem to agree on is ...

An intense level of customer focus is a trait you’ll find at any company known for world-class service. The only “problem” is that we don’t often get to peek at these companies specific practices: ...

You don’t have to be in banking to appreciate customer service insights from the industry. A recent survey from Clarabridge on the banking industry is a customer service wakeup call for any and all ...

I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying ...

Great customer service is easy to spot but difficult to master. While some tactics are obvious, like treating the customer with respect and fairness, the very best techniques for improving customer ...