Some of my work recently has been applying narrative-sensemaking techniques to customer service dialogues (typically recorded phone calls), which is a fancy way of saying helping companies find ...

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 ...

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 ...

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 ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...