As reported by The Wall Street Journal Tuesday (March 7), 74% of consumers have encountered an issue with a product or service over the past year. This is according to the Arizona State University ...

At the foundation of any successful business is a well-crafted and defined customer service plan that establishes policies and guides about how to handle customer interactions and create a positive CX ...

Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

In today's competitive marketplace, businesses increasingly aim to provide excellent customer service and positive customer experiences. These two terms are often used interchangeably, even though ...