Here are some of the most important things that customers want from you. Fulfill these needs and you will be well on your way to creating “raving fans”..

The internet is no more a mere source of information or a gateway to social media networks. Its role has become much more complex. Now it can be perceived as a crowdfunding hub and a cradle for international projects and business. Hence, players willing to deepen their footprint in the marketplace go online. The healthcare [...]

Every business has to face up to the fact its employees will get sick. You employ human beings, not robots, and they are susceptible to getting ill..

As business owners we can tend to fall into a big trap when we assume our customers will accept our word that our service is excellent and better than everybody else’s..

Shep Hyken reflects on poor service in a local restaurant and explains why honesty is always the best customer service policy..

When both customers and employees are engaged, companies see a significant increase in customer service performance. John Tschohl reveals five ways to create a customer service culture in your organization..

There are a number of reasons why companies fail at customer service. Sometimes it’s not what you are supposed to do, but what you should avoid doing..

Management must trust their staff enough to establish guidelines with a degree of autonomy and flexibility when it comes to making decisions..

Customer service excellence is a continuous, ongoing process. Here are some key ways to deliver first class service..

The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders..

In business today, excellence in customer experience is not just a buzzword, it is an absolute necessity. Learn how analytics can play a key role in identifying and understanding your customers’ needs..

Børge Astrup, managing director of Intelecom Contact Centre Division explains how the latest contact centre technology is revolutionising the travel industry with a new form of ‘reality’ tourism in the cloud..

In today’s digitally connected world it’s critical that you don’t sit on the sidelines and observe—you must actively engage with your customers. Elena Lockett at FM Outsource, digs deeper into the hidden side of social media..

Magnus Geverts at Teleopti takes a look at providing a cohesive experience across different channels supported by flexible workforce management (WFM).

The possibility to provide exceptional service is available to almost any company—if it believes in its people, is willing to innovate, and really cares about their customers’ experience..

A recent segment on the CBS Sunday Morning show had an amazing customer service story. Shep Hyken shares the experience and highlights three things we can learn from it..

In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Bill Quiseng explains..

How to maintain positive customer relationships by working to meet your customers’ needs, wants and expectations..