The customer service function is now a vital element of your business model. Customer service reps handle customer questions and complaints but they also cross sell products. It is now common to ...

Strategy and innovation experts Nicolaj Siggelkow and Christian Terwiesch just published a new book called Connected Strategy: Building Continuous Customer Relationships for Competitive Advantage. The ...

It started in ancient Greece. Developing different medical theories, Hippocrates searched and identified four basic personalities that affect human personality traits and behaviors. These are commonly ...

For years, I have sold computers in big box retail. While I see a wide array of customer stereotypes throughout the entire year, the holiday season brings them out, full throttle. Dealing with certain ...

Daniel Rodriguez is the CMO of Simplr and the author of Experience is Everything, the new book exploring the rise of the NOW CX movement. With continued shipping delays and staffing issues, the ...

The exact type of information in a customer service management system varies somewhat depending on the type of services the business offers. These systems should provide a complete record of ...