We’ve talked a lot about the “inside” of my Inside-Out Framework approach to developing a strong positive company culture, focusing on the first-line customers, the employees. Zack Oates, CEO and ...

I recently came across a powerful quote from my friend Lorie Guest that made me stop and think. She said, “Leaders often believe that if they hire good people, their employees will know how to treat ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

Customer service nightmares have become a daily occurrence instead of an occasional one. Between rude workers and incorrect orders, most people wonder what the reason for the madness is — at least, ...

Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them. Consistently deliver personalized, ...

In the sprawling city of Los Angeles, where the pace is as fast as the traffic once was on the 405, the once-reliable anchor of good customer service seems to be slipping away into the Pacific horizon ...