Environmental initiatives are gaining momentum, particularly ambitious efforts to reduce and ultimately eliminate the use of coal, oil and gas to support global energy needs. Not only are consumers ...

Customer success needs to be part of a company's DNA. Without properly serving customers, value proposition makes no sense. Customer success needs to be part of a company's DNA — no one will dispute ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Oct 17, 2019, 01:14pm EDT Dec 15, 2020, 12:21pm EST This ...

Okay, time to start the New Year the right way - with a guest post from a long-time friend whom I've only met a couple of times in person but known for years - ah social - Thomas Wieberneit. First, ...

Whether you’re the CEO of a company or the head coach of a sports team, success hinges on strategy, both in the boardroom and on the field of play. Both arenas require decision-making under pressure ...

When it comes to the customer journey, service is both the Achilles heel and an overdue opportunity to deliver new experiences and value. Over the years, executives viewed service less as a touchpoint ...

It’s not always about saying “yes” to every customer request. However, not using the word “no” can make a big impact. My mother used to say, “Never say never.” But I put it there in the headline ...

I will begin today’s sermon by presuming that unless your net worth has more zeros in it than a Star Trek Convention, profitability is still important to you. If it is, then pull up a chair and let’s ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

I’ve frequently heard “the customer is always right” quoted as if it were undeniably and always true. However, while the maxim expresses the generally right attitude toward customers, sometimes ...