Customer service can make or break a brand. When it comes to customer service, we know that front-line employees are often the face of the company and set the tone for how a customer feels about ...

I went hunting for examples of the best customer testimonial pages I could find. These 11 companies show how powerful customer testimonials can be, and how to make the most of them.

The future of customer service is less about the people than it is the sound of a person or even the virtual image of an individual. Humans are just so inefficient. But they can be improved, too ...

What Are Some Examples of Service Strategy?. When serving the public by providing a good or service, companies should be willing to take and address criticism and complaints along with accepting ...

When unable to answer the customer’s question, they escalate to human-assisted customer service with full context from the self-service interaction. For the VA to be able to do this out of the box ...

Every customer service training session (or keynote speech or workshop or breakout session on the topic) needs to include both the why and the how: conceptual/inspirational/cultural themes on the ...

Despite the experience and education of some veteran marketers as well as some careful planning there are times that customer experience initiatives and implementations go awry. Below are four ...

An extraordinary, incredible example of customer service (yes, from an airline) At a time where many airlines are using AI to field angry customer calls, one airline has a very different approach.

Yesterday, O2 sent some of the best customer service tweets I’ve seen for a while, replying back in slang to a complaint. This isn’t the first time that O2 has outdone itself on social media ...