You might not be able to define service, but you know it when you find it, and so do our customers. Countless seminars, books, and articles have been written on the subject of service. Every company ...

Customer journeys are all about defining the moments that matter most. One CX team shares their thoughts on this practice. Most organizations say planning for new customer journeys is their number 1 ...

Though the two terms are often used interchangeably, customer service and customer experience are not the same thing, Forrester Research asserts in a new report. Rather, customer service, the firm ...

I define "customer service culture" as an atmosphere in which employees, management, and leadership serve their customers eagerly and effectively. (Think Nordstrom, USAA Insurance, Southwest Airlines, ...

There is a lot of complexity in today’s user journey. It covers a number of steps your customers engage in and usually includes several channels. Today’s user journey is complicated. It covers a ...

What is internal customer service–what’s a good, workable definition? As a customer service trainer and keynote speaker on internal customer service, let me share how I define this “what”–and, more ...