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 ...

The term “customer experience” is ubiquitous in business these days. In fact, focusing on the customer experience has become the single most important way for an organization to achieve success—often ...

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 ...

(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 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 ...

The biggest customer service problem for many managers is that they focus almost exclusively on day-to-day tactical customer service issues and fail to develop the latent, strategic customer service ...