Customers today are passionate fans of properly designed self-service. In response, I've developed specific, reliable rules, based on customer experience design principles, customer service best ...

Customer-centricity is an often-misused term, but it actually has a pretty straightforward definition: Put the customer at the forefront of everything the business does. That means that you take the ...

Empowering employees is essential if you want to achieve iconic, bottom-line-building customer service. If you want to move from middle-of-the-road, ho-hum customer service to the kind of exceptional ...

Timely replies and human-centered support on social media aren't optional anymore – they're expected. Here’s what brands need to know to get it right. Every tweet, direct message, and comment holds ...

In business, getting people in the door is a key to success. But an even bigger challenge you'll face is to keep customers coming back. A buyer who makes one purchase is likely an impulse buy or a buy ...