The vast majority of customer service isn’t critical, but that’s not the case for nonprofits working at the forefront of some of the most pressing challenges facing our planet and society today. From ...

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, ...

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, ...

From decorating their front desks to offering gifts and rewards, all these activities that take place during the week are aimed at boosting morale and teamwork in organisations. It is a time to reward ...

At this very moment, 87% of your team would be open to leaving your company. Facing a job-seekers market, what measures do you have in place to encourage them to stay? Retaining valued employees has ...

The word “routine” has been in use since the mid-1600s. Derived from the English and French words for “route,” it’s meant to convey a regular activity done along the way to somewhere else. It’s often ...

If content is king then conversation just might be an outranking Emperor. In this age of digital transformation, it's easy to forget the importance of human-to-human interaction in business. However, ...

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 ...

GenAI has the potential to enhance customer service productivity by 45% (McKinsey). However, most early GenAI projects in customer service have failed to meet cost reduction and CX goals. Gartner ...

A final update on my journey out of the London Heathrow chaos, along with a few takeaways that the incident made me think about, not just for the airline and airport directly involved, but for the ...

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 ...