I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying ...

An intense level of customer focus is a trait you’ll find at any company known for world-class service. The only “problem” is that we don’t often get to peek at these companies specific practices: ...

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, ...

Tony Hsieh, the former chief executive of Zappos.com Inc., helped build the online shoe retailer with a model of customer service that rested on a simple premise: Make every customer as happy as ...

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, ...