In business, we tend to think that good customer service is good customer service, and bad service is bad service, period. (And we know the difference, of course, when we see it.) The thing about this ...

Here’s the story you already know. Millions of soldiers, sailors and airmen return from World War II to the embrace of millions of riveting Rosies, apparently very riveting, judging by the fruitful ...

Mike Ashe has a philosophy about CRM: “If we’re right more often than we’re wrong then we’re going to beat random.” By that, he’s referring to the analytics behind his company Mattersight's Predictive ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

If there’s an industry that knows how to provide truly exceptional customer service, it’s the hospitality industry–the men and women who every day and night put heads in beds and food on the plates of ...