A customer service goal is a target that enables your company to measure its progress toward a long-term objective of achieving the highest level of customer satisfaction. You can use customer service ...

It is essential for business owners to define good customer and client service practices. While there are certain individual principles of quality customer care, there are also degrees and differences ...

"You shop at discount stores for low prices, not for individual customer service," says Maqbool Dada, a professor at the Krannert School of Management. "But if you're shopping at Nordstrom Inc., you ...

You might not be able to define service, but you know it when you find it, and so do our customers. Countless seminars, books, and articles have been written on the subject of service. Every company ...

I define "customer service culture" as an atmosphere in which employees, management, and leadership serve their customers eagerly and effectively. (Think Nordstrom, USAA Insurance, Southwest Airlines, ...

Although many companies are still struggling to define and measure customer experience (CX), those that spread responsibility for CX across the organization, as well as concentrate on measuring ...

I have researched, studied and written about customer service for more than 25 years, and there are only two things I know for sure: First, I don’t define customer service, and you don’t either. Only ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

There is a lot of complexity in today’s user journey. It covers a number of steps your customers engage in and usually includes several channels. Today’s user journey is complicated. It covers a ...

Though the two terms are often used interchangeably, customer service and customer experience are not the same thing, Forrester Research asserts in a new report. Rather, customer service, the firm ...