I recently came across a powerful quote from my friend Lorie Guest that made me stop and think. She said, “Leaders often believe that if they hire good people, their employees will know how to treat ...

(By Pat Bryson) In our last article, we spoke about creating good customer service for our listeners and our advertisers. Today I want to continue with the next level in our relationships with our ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

It’s often said that accounting is the language of business—and that language is typically numbers and data. But for some firms, serving their customers goes beyond crunching numbers. They want to win ...

A great customer experience drives value for your customers—something you and your customers benefit from. Yet getting the customer journey and overall experience right is a tricky puzzle to solve for ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

Not that I achieve it 100 percent of the time–a tall order for any business owner–but one of my core business goals has always been to provide a great customer experience. The kind of experience that ...

You probably have heard of those special dates on the business calendar. Think National Fun at Work Day, Employee Appreciation Day, National Bike to Work Day, or even National Salesperson Day. While ...

Clarity and process. Good intentions aren’t enough. Clear expectations and processes are necessary for employees to execute effective customer service. Leadership’s role. Leaders need to coach, ...

Most retailers experienced slower growth in 2023 compared to 2022. This is the case for luxury brands as well as markets including the U.K. Fewer people are going to shops, and even those who do are ...