Customers are good at troubleshooting the small stuff and research shows when they come to customer service staff, they expect complex problem solving, options or answers — not apologies. My research ...

According to the Institute of Customer Service (UKCSI), satisfaction with customer service is at its lowest in nearly a decade. Sectors like utilities, transport, insurance, and service have all seen ...

“To WOW, you must differentiate yourself, which means do something a little unconventional and innovative. You must do something that’s above and beyond what’s expected.” ― Tony Hsieh, CEO of Zappos ...

I have a favorite customer service anecdote that I’ve been using in most of my workshops for many years. Some may even say that I need a new story! However, the reason I stick with this story is ...

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 ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

Cofounder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their customer service processes. Getting customer service right is something that I've always ...

In the restaurant business, small issues can become big problems. A failed payment, a misconfigured menu, or a stuck order can quickly turn into lost revenue. At scale, these are not just support ...