"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 ...

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 ...

Q: I’m curious about providing “wow experiences” for our customers as a way to elevate the customer service we’re currently providing. Candidly, we have so much trouble just getting through the day ...

(This is Part 2 of a two-part article on Principle before Policy–the new rules for customer service.) As we mentioned in our previous column, corporate principles are more important for retaining ...

There are a number of reasons that companies fail at customer service. As I read dozens of articles each week, numerous books on the topic throughout the year, as well as conduct some of my own ...

ST. LOUIS — There are a number of reasons why companies fail at customer service. As I read dozens of articles and numerous books on the topic throughout the year, as well as conduct some of my own ...

Recently our friends over at the National Retail Federation directed us to Amazon.com, where Founder and CEO Jeff Bezos had once again posted a public letter to customers, this time stating: I’m happy ...