By Debbie Hauss, Editor-in-Chief Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His ...

To heck with thinking outside the box, says veteran fixed ops boss Bob Cawley. "It's time to get back the box" and focus on relationships.

Anyone who has had a customer support e-mail query orphaned by a vendor or who has been forced to abandon a shopping cart midsession knows that online customer service has a long way to go. E ...

12 Low-Effort Strategies for Improving Your Customer Experience Making customers happy doesn't have to require a lot of resources and effort; the simplest strategies can sometimes be the best.

How (and why) to provide wow customer experiences as a way to elevate your customer service, engage customers, and build customer loyalty and brand ambassadorship. Customer service consultant ...

So now that you’ve thought through some of the basic questions that need to go on your customer information form, here are five tips to make the most out of the process.