What’s the most valuable lesson you’ve learned about identifying your ideal customer, and how has this lesson shaped your marketing strategy? To uncover practical advice and real-world experiences, we ...

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: ...

As physical office locations slowly begin to re-open, organizations are faced with managing agents in both physical and work-at-home (WAH) environments. In this on-demand webinar, J.D. Power and ...

While it’s often the horrible customer service experiences that go viral on social media or become the topic of discussion over dinner, when asked, most people could likely think of a time when they ...

In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...

The vast majority of customer service isn’t critical, but that’s not the case for nonprofits working at the forefront of some of the most pressing challenges facing our planet and society today. From ...

Customer experience professionals share their lessons learned during the pandemic and what to focus on in 2022. COVID-19 has devastated lives and livelihoods all across the world in a short amount of ...

Tony Hsieh, the former chief executive of Zappos.com Inc., helped build the online shoe retailer with a model of customer service that rested on a simple premise: Make every customer as happy as ...

Editor: It was very refreshing to read Pat Rushton’s column on Feb. 2 regarding young Jordan Kotowski, proprietor of Abe’s Hot Dogs in Mountain Top. More than a few local businesses can take a lesson ...