Long waits navigating a never-ending sea of voicemail prompts, frustration trying to find help with web forums, and repeated emails to customer support that never seem to go anywhere. Of all the ...

Customer relationship management consultants provide independent advice on solutions for managing customer service and customer relationships. Their aim is to help clients improve customer ...

Customer service has always been considered one of the most important aspects of a successful company. This isn’t always the most exciting department to perfect for business owners, however, so ...

Walt Disney once said about movies, "Do what you do so well that they will want to see it again and bring their friends." The famed animator's quote can also be applied to customer service. If a ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

This past holiday season led one of my team members into her first predicament of customer service versus client management. When was it okay for her to be a “yes” person, and when was it better for ...

Proper customer journey management is how you deliver personalized experiences at scale. The average customer now engages on six touchpoints before they make a purchase. How do you manage that ...

The most pressing issue in customer service and the customer experience today isn't chatbots or automation. It's talent management: the recruiting, selection, and nurturing of the great, and ...

All people may be created equal, but the same can’t be said for customers. Everyone knows that some customers are more profitable than others. Conversely, some are downright unprofitable. Knowing ...

HubSpot is expanding beyond sales and marketing with the official launch of its Service Hub for managing customer service. The product was first announced last fall, but now it’s moved out of beta ...