From time to time, in my work as a customer service consultant, I run into company leaders who wake up on a random weekday morning, suddenly and unstoppably gung ho on improving customer service ...

Small-business owners get plenty of wake-up calls. They come with the territory. One of the most jarring can come in the form of a question from a customer or supplier who observes that all businesses ...

According to HubSpot, happy customers are the top referral sources for companies. But turning a new client into a happy customer requires a successful customer onboarding strategy. If the experience ...

In the age of digital connectedness, consumers have come to expect efficient and personalized interactions with brands. Most customers are more than happy to take their business to brands that deliver ...