A customer service goal is a target that enables your company to measure its progress toward a long-term objective of achieving the highest level of customer satisfaction. You can use customer service ...

"You shop at discount stores for low prices, not for individual customer service," says Maqbool Dada, a professor at the Krannert School of Management. "But if you're shopping at Nordstrom Inc., you ...

What is internal customer service–what’s a good, workable definition? As a customer service trainer and keynote speaker on internal customer service, let me share how I define this “what”–and, more ...

Customer value hierarchy is a system of worth that businesses across the country, both large and small, have turned to as a means of determining customer satisfaction. Businesses have shifted focus to ...

(This is Part 2 of a two-part article on Principle before Policy–the new rules for customer service.) As we mentioned in our previous column, corporate principles are more important for retaining ...

There are far more companies that want to become “the Ritz-Carlton of banking” than “the Wachovia of Hotels” I’ve found, as a customer service turnaround expert and consultant. In fact, working across ...

There is a lot of complexity in today’s user journey. It covers a number of steps your customers engage in and usually includes several channels. Today’s user journey is complicated. It covers a ...

There are a number of reasons that companies fail at customer service. As I read dozens of articles each week, numerous books on the topic throughout the year, as well as conduct some of my own ...

ST. LOUIS — There are a number of reasons why companies fail at customer service. As I read dozens of articles and numerous books on the topic throughout the year, as well as conduct some of my own ...