As a customer service consultant, I rarely run across a company that doesn't claim that it "strives to provide superior customer service," or other words to that effect. (The exceptions are incredibly ...

Whom should you be consulting, collaborating with, honoring in every possible way if you want succeed in building superior customer service and a superior customer experience? Not–at least not ...

Based on the best practices of the greatest customer-centric organizations in the world (Ritz-Carlton, Nordstrom, Starbucks, Zappos, and others), I instruct my consulting clients to respond to every ...

From time to time, I run into company leaders who’ll fawn all over paying customers, then turn around and treat employees (the people who serve those customers, day in and day out) like pond scum. Not ...