The way customers interact with your business — whether positively or negatively — plays a crucial part in how your company is perceived and whether you can keep and expand your customer base. However ...

I have a favorite customer service anecdote that I’ve been using in most of my workshops for many years. Some may even say that I need a new story! However, the reason I stick with this story is ...

Building customer loyalty requires going beyond satisfaction with “wow” moments and anticipatory service. A perfect product, caring service, timeliness and service recovery are keys to satisfied ...

Your company already has a customer service recovery framework (a system for dealing with upset customers), right? If not, it’s time to put one in place, I’d argue. And I mean now. Because when ...

Some of your most loyal customers may be the ones who’ve had problems and complaints with you in the past. This might sound counterintuitive, but it’s a phenomenon I’ve observed throughout my career ...

Life doesn't always go perfectly. Neither does business. From time to time, mistakes will happen, and we will let customers down. And while service missteps are always upsetting (to the customer and ...

Joining us on the latest episode of Service Drive is John Fairchild to share key strategies on turning service frustrations ...

More businesses than ever are finding this the right time to invest in customer service training as we head into the post- (or, I should say, nearly post-) pandemic era. And they’re right to want to ...

These short and wildly effective customer service improvement steps will set you well on your way toward becoming “the Ritz-Carlton of Industry X” or “the Zappos of Industry Y.” Opinions expressed by ...

When I hear from people who have been moved by a teacher, presenter, author or leader, it seems that while the material is important, what they remember are the stories. It is more than a story, ...