While it’s often the horrible customer service experiences that go viral on social media or become the topic of discussion over dinner, when asked, most people could likely think of a time when they ...

I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying ...

At about 1 a.m. during a memorable trip I took to Australia, I awoke suddenly in a hot sweat in my hotel room at the Intercontinental Sydney Double Bay. Supposedly among that country's leading hotels, ...

Being the lead story on the 6 o’clock news because of customer experience failures isn’t what any organization wants. But that is what happened to the Virginia Employment Commission (VEC) on July 16, ...

As we begin looking forward to and making plans for the new year, it’s important that we also look back at the customer service lessons we’ve learned, so that we can apply them to future efforts and ...

On April 16, 2007, my wife talked me into adopting a tan, 2-year-old Labradoodle and Sheepdog mix. She wasn’t the dog I had in mind, but she slowly grew on me. We gave our boys the important role of ...

FILE PHOTO: Tony Hsieh, CEO of online retailer Zappos, takes part in a panel discussion entitled "Why Wait for Washington? How States Can Create Jobs and Economic Growth" at the Milken Institute ...

Last week I shared the customer-service strategy that lets people quickly reach Matthew Steilberg, who oversees all branches and retail banking C&F Bank. And I asked you to send in your own stories of ...

Imagine the following scenario: You’re having a really bad day, dealing with tons of irate customers, disgruntled employees, the list goes on. You’re at a breaking point when suddenly an aggravated ...