Building an effective customer experience practice is clearly important. But doing so requires a holistic approach. Forrester analyst Maxie Schmidt recently noted that for certain industries, ...

Social media is an indispensable marketing tool for modern businesses to provide customer service around the clock. Using Facebook or Twitter is a highly effective method of resolving or engaging with ...

In a growing business, the myriad daily tasks of getting whatever a company produces “out the door” can be all-consuming. Lots of energy is typically focused on cash flow management, finding and ...

Gopal K. Gureja’s Customer Service Edge: Find and Fill Policy-Practice Gaps presents a rigorous and insightful exploration of ...

Strategic life and leadership coach Lisa McGowan has led sales and service teams for over three decades, most recently for VyStar Credit Union as a branch vice president, overseeing multiple branches ...

Timely replies and human-centered support on social media aren't optional anymore – they're expected. Here’s what brands need to know to get it right. Every tweet, direct message, and comment holds ...