Jack Welch famously said, “There are only two sources of competitive advantage: the ability to learn more about our customers faster than the competition and the ability to turn that learning into ...

If you are like every other leader on the planet, you probably needed to implement some form of business continuity plan during these uncertain times. Regardless of the nature of your organization, ...

Coaching for superior customer service is about improving effectiveness and meeting customer service goals. However, holding customer service supervisors or team leads responsible for coaching but not ...

Small-business owners can maintain their customer bases and increase sales by creating proactive customer service plans to keep buyers happy. Just because you're not receiving complaints or returns ...

Multichannel success depends in large part on having a solid strategy for keeping in contact with your house list. Most marketers know this, but knowing how to develop and execute a plan for ...

In any industry, customer plans are essential for identifying, understanding and connecting customers with the products and services they want. While most trend-driven categories are subject to ...

According to Bova’s research, positive employee experiences drive positive customer experiences. The idea is not new, but it has been lost for many business leaders. I first heard about the concept of ...

WHY IT RATES: Travel agents with clients who fly with American Airlines will be hearing more about Julie Rath and the impact she will have on the carrier's customers.-Donald Wood, Breaking News Senior ...