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Gving out gifts to clients makes them think more about us as a company, and it humanizes us.

This year, a client we aren’t currently working with reached out to thank me for the gift. He also brought up a potential project. Coincidence? Read More

We all loathe that one person who loves to complain. But when it comes to your small business, learn to love complaints! Read More

Nearly all brands whether big or small are active on Twitter, Facebook and other social media channels. However, most brands do not have a dedicated customer service handle on their various social media channels. Having a dedicated handle that is strictly for customer service has shown to improve r Read More

The customer service industry continues to evolve at pace. If we look back at times gone by, consumers were extremely limited when they had a complaint or question to ask of a business. Read More

Valuable customer feedback can come in many forms, but the most valuable one is the one we can get personally. Read More

We’re in an age of power-startups and growth hacking. A by-product of this is that many business owners tend to focus explicitly on new user acquisition, almost ignoring the fact that it costs several times more.

Hey, we all need to be on top of our game when it comes to growing our customer bas Read More

In a world where consumers have more information and choice, the imperative for every organization is to make customer-centered decisions.

Customer journey maps are one vital tool that can help business leaders adopt this customer perspective. Read More

We have a list of who we think are the top thought leaders on customer experience. These people are subject matter experts in their fields and have consistently shared their views, opinions and data to the world through their books, articles, blog posts and social media status updates. Read More

One of the most memorable experiences we had was dining at a Michelin-starred restaurant, Le Table de Patrick Raingeard. While sipping my champagne and feasting on perfectly cooked duck, I reflected on what a good job the restaurant had done to ensure our customer experience was elevated. Read More

It's essential for starting companies to make sure that their priority among all others is customer service. It's ideal to start great with customer service but there may be changes and/or unavoidable situations that would require a company to re-evaluate its customer service strategies and process Read More