Wow customer service stories are essential to the growth–cultural and financial–of most companies in most industries. Why do these over-the-top, creative acts of customer service matter? “Because ...

Listen sometime (if you're fortunate enough to have the opportunity) to the click of the door as it closes on a room at a Four Seasons hotel or resort. The click, that little sound you take for ...

Founders of tech-enabled startups, particularly those that are disrupting industries with high-touch customer service requirements, are used to this challenging line of questioning (whether it is ...

We all know the importance delivering great service to our customers, no matter what kind of business we’re in. In fact, 97% of global consumers report that customer service is important in their ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

In this third and final part of the series on my customer service observations in Iceland, I will wrap up with a brief review of the Hotel Rangá, Sudurlandsvegur, Iceland. The hotel is about a ...

These short and wildly effective customer service improvement steps will set you well on your way toward becoming “the Ritz-Carlton of Industry X” or “the Zappos of Industry Y.” It’s hard to picture ...

Your customer service department is responsible for maintaining customer satisfaction, helping to retain customers and assisting in generating repeat revenue for the company. Customer service training ...