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: ...

Balancing business growth with exceptional customer service is one of the most challenging yet rewarding aspects of franchise leadership if you get it right. As a franchising executive and CEO of ...

Boeing is one of the world’s largest aerospace companies, with a long and celebrated history of providing world-class aircraft. However, in recent years, the company has been struggling, in part ...

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 ...

We know that companies are notoriously bad at handling customer service over social-media platforms. With a huge increase in customers turning to social channels to communicate, businesses should be ...

How a business handles customer service interactions increasingly defines its online reputation, yet, according to our recent survey that gives a list of the best and worst customer service brands, ...

The first lesson in applying AI was learning how important it is to know who will be interacting with the AI application. We need to understand who the users of the application are, and what they are ...

On April 16, 2007, my wife talked me into adopting a tan, 2-year-old Labradoodle and Sheepdog mix. She wasn’t the dog I had in mind, but she slowly grew on me. We gave our boys the important role of ...

There are many things I wish I knew when starting out with my small customer support team at RingCentral, but in the end, we figured it out. I’m going to share some critical lessons I learned along ...

GenAI has the potential to enhance customer service productivity by 45% (McKinsey). However, most early GenAI projects in customer service have failed to meet cost reduction and CX goals. Gartner ...

One of my best friends recently led an industry event. I couldn't be there to support him in person, so I thought I'd find a way to have a surprise waiting for him in his hotel room when he arrives. I ...

Last week I shared the customer-service strategy that lets people quickly reach Matthew Steilberg, who oversees all branches and retail banking C&F Bank. And I asked you to send in your own stories of ...