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Get ready for a surprise. It isn’t composed of walls, floor and ceiling. It is a motto in which we should all live by; “ROOM FOR IMPROVEMENT”. Read More

Jamaica Sanchez provides us with several reasons why and how firms should be monitoring their social channels and interacting with customer queries and complaints on these platforms. Read More

Why should you worry about employee retention? Does it really make a difference to the customer service you provide to your clients and customers? The short answer to that question is YES!

Here are 7 simple ways to help you retain your best employees... Read More

Have you waited at a doctors office for your appointment, after your appointment time? Is it arrogance or a lack of customer service training in the medical profession? The issue is pervasive in the medical field and may identify a lack of disrespect on the part of the entire profession towards p Read More

Learn how we use Net Promoter Score at Hello Scheduling to track customer loyalty and "willingness to recommend". Read More

A song from Bing Crosby's White Christmas—from 1951—was a Google Play Music Freebie this week. Which would be cool, except Google says it was recorded in 2010. Read More

In multicultural marketing, it is important to rethink your strategies to avoid any of your ideas getting lost in translation. Read More

No matter how much effort you spend on delivering good service, sometimes it’s just not enough. Here's how you can deal with the difficult customers. Read More

No one likes to receive a complaint, but it really is a matter of whether they arrive sooner or later. 96% of unhappy customers don’t actually complain. However, 91% of them will simply leave and never come back. Knowing this, wouldn’t you agree that a complaining customer is sometimes better than Read More