In the past, I have discussed the various groups of customers that deserve the support, engagement, care, policies, and processes of your organization’s customer service profile. Today, I want to ...

If you’re interested in building an internal customer service initiative, here’s how to undertake this on your own, based directly on what I’ve found works for me. (I’m a customer service consultant, ...

Creating an internal customer service culture for a fleet department at times can be, well, a challenge. “I wish I could say it’s an easy task,” says Chad Burdick, CEM, Equipment Manager for ...

In the marketing world, a brand is so much more than a mere logo or symbol. It is the intangible sum of a product's attributes: its name, packaging price, history, reputation, and customer experience.

If you aim for your employees to provide a superior external customer service experience, you'll do well to ensure that employees' own internal customer service issues are handled efficiently and ...