An intense level of customer focus is a trait you’ll find at any company known for world-class service. The only “problem” is that we don’t often get to peek at these companies specific practices: ...

Great customer service is easy to spot but difficult to master. While some tactics are obvious, like treating the customer with respect and fairness, the very best techniques for improving customer ...

I’m about six months into my role as Director of Customer Support at NumberBarn — and in this role, I have the pleasure of interacting directly with paying customers on a semiregular basis. Throughout ...

1 in 5 consumers switched suppliers in 2012 and 85% of them said their loyalty could have been retained if the company had acted faster on dealing with the problem or query. That’s just one of the ...

While it’s often the horrible customer service experiences that go viral on social media or become the topic of discussion over dinner, when asked, most people could likely think of a time when they ...

At about 1 a.m. during a memorable trip I took to Australia, I awoke suddenly in a hot sweat in my hotel room at the Intercontinental Sydney Double Bay. Supposedly among that country's leading hotels, ...

We know that companies are notoriously bad at handling customer service over social-media platforms. With a huge increase in customers turning to social channels to communicate, businesses should be ...

How a business handles customer service interactions increasingly defines its online reputation, yet, according to our recent survey that gives a list of the best and worst customer service brands, ...

Are you a fan of Apple? If so, you’re undoubtedly familiar with the man behind the pomaceous fruit. What’s “pomaceous”? You ask. “Pome” means a fruit of a flowering plant; pomaceous refers to pomes.