One of the best ways to increase customer satisfaction is to encourage your staff to proactively “Connect the Dots” for your customers.

As the debate about whether employees or customers come first rages, Bob Thompson gives us his view on the subject.

Digital customer experience is not just about collecting feedback, it’s about focusing on customer insight and follow-up action.

Surprise customers with your awesomeness and they will spread the word.

A friendly smile and a pleasant demeanor are not in and of themselves the essence of great customer service.

By utilizing customer experience mapping, everyone in your organization will understand the goals for the overall customer experience.

The customer’s problem may not be our fault, but it is still our problem to solve.

Finding a way to make it happen always results in excellent customer service.

Find out how bending the rules is sometimes necessary to provide excellent customer service.

What if your internal customers had a choice about doing business with you? Would they?

How to avoid the pitfalls when developing and implementing your customer experience strategy.

Here are some key ingredients for successfully managing the customer experience.

Top tips to help you provide the kind of excellent service that your customers truly deserve.

Can you step up to the mark and become your customer’s hero?

Dealing with irate customers is one of the most pressure-packed experiences you will encounter at work. Here are some ways to handle the most difficult clients.

A new study highlights the contrasting responses of consumers in the US and UK.

Employee empowerment is defined as allowing employees to make fast decisions—on the spot—in favor of the customer.

It’s a business no-brainer that happy employees make happy customers. But how do you get happy employees that deliver the best possible customer service?