An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

The money language pit The “How are you?” ping pong game The Tricky use of humor in customer service. As a customer service consultant and training designer, one thing I help my client companies to do ...

Do you truly want to know how customers view your customer service (and can handle the truth)? If so, here’s a 10-point consultation that will help you do exactly that through improved customer survey ...

Is your customer service stellar most of the time, until it falls apart when confronted with an angry, upset, or disappointed customer? If so, it’s because you don’t have an effective service recovery ...

As business leaders gear up to improve their company's performance, many look for a "silver bullet" to give them an edge. However, the answer they seek is not some imponderable mystery. The answer is ...

Directly, a startup whose mission is to help build better customer service chatbots by using experts in specific areas to train them, has raised more funding as it opens up a new front to grow its ...

Serving as an expert witness in legal cases can be a way to apply, flex, and grow your business expertise. It can also be a fruitful part-time gig. This is a fertile area for experts on compensation, ...

Several years ago, my wife and I spent a week at a Ritz-Carlton property, and to say it was the most amazing vacation we have ever had would be an understatement. As you know, the Ritz-Carlton Hotel ...

Customer: Hi, I’m having a problem with my bill. I’m being charged $50 more than what I expected. Could someone please help? I’m finding this very frustrating. Thank you. Chat agent: Hello! Glad you ...

"Artificial Intelligence is not just the future. It is the present that's shaping the future. Our focus should not be to fear it but to learn how to steer it," remarks Madhavi Putta, the visionary IT ...

Renowned customer service expert, Shep Hyken, has advocated the inclusion of customer service subjects into secondary and tertiary education curricula to give pupils added advantage in the labour ...