customer-service

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Customer Service

Customer Care: Get Pissed Off!

Change is hard. This is no less true in customer care than it is in any other aspect of life.

Customer Service

Top three ways companies are changing to meet customers’ requirements

Customers are still human beings. Sometimes, in this day and age of mountains of data, it’s easy for companies to lose track of that seemingly obvious fact.

Customer Service

Are your customer service agents better than my smartphone?

Part of my job is to research customer service, online commerce, and the ongoing technology investment required for retailers to make the jump from offline to online. You see it everywhere from customer service agents to the customers themselves – we’re truly on the verge of amazing change.

Customer Service

When it Comes to Customer Service, the Customer is Not Always Right

Since Harry Gordon Selfridge, department store founder, came up with the phrase “the customer is always right,” many companies have used it as a cornerstone for their businesses. Truthfully, though, basing your customer service activities around this concept is bad for business.