Reverse-engineer success. Reverse-engineering customer success by analyzing what already works allows for clearer, more impactful goals and strategies. Focus on metrics. Shift focus to actionable, ...

As entrepreneurs, a lot of us tend to be visionaries. We have big ideas of what peak success looks like in our business or as leaders. But sometimes, we get caught up in big, lofty visions that are ...

To chart the best course to success in 2024, businesses must be savvy to the evolving landscapes that influence how we define excellent customer service. These include both established and emerging ...

Gartner’s latest survey, “Top Goals and Priorities for Customer Service and Support Leaders in 2023,” revealed that the two most important business goals for 2023 are improving operations and growing ...

Your customer service goal should be to never say a blunt “no.” Instead, make every effort to arrive at a “yes” for each customer interaction. In the realm of customer service, a knee-jerk “no” ...

LOUISVILLE, Ky. (WDRB) -- Worried that she wasn't being charged correctly for crossing the Ohio River toll bridges, Susan Cochran, of New Albany, Indiana, said she tried to get help from RiverLink's ...

Empowering employees is essential if you want to achieve iconic, bottom-line-building customer service. If you want to move from middle-of-the-road, ho-hum customer service to the kind of exceptional ...

Today’s push for superior customer service is being underscored by the financial incentives/disincentives embedded in Medicare payment methodology. Strategists also point to the long-term reality of ...

Improving citizen experience has been a focus of the federal government for the past several administrations, but it was only recently that the government began talking about “customer” experience.

Any project without clear goals will struggle to reach the finish line. Fortunately, SMART (specific, measurable, achievable, relevant and time-bound) goals can help all project managers create ...

Oregon's Employment Department is failing to meet its customer service goals, with some people waiting more than an hour on the phone and three weeks for eligibility determinations. Despite a new $106 ...