Small-business owners get plenty of wake-up calls. They come with the territory. One of the most jarring can come in the form of a question from a customer or supplier who observes that all businesses ...

Customer service has never been more important to the success or failure of a business. Where customer service used to be a cursory addition to a product or service, it has evolved into the series of ...

From time to time, in my work as a customer service consultant, I run into company leaders who wake up on a random weekday morning, suddenly and unstoppably gung ho on improving customer service ...

Every company in the known universe wants to provide great customer service and deliver an attractive customer experience. But a lot can go wrong along the way to accomplishing these goals. Below I ...