To kick off Customer Service Week 2016 (which starts Monday), let me pose a question that may sound like a no-brainer: Does practice make perfect in customer service? The answer, surprisingly, is "not ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

A central principle of the marketing field is that companies should be working hard to satisfy customer wants and needs. As such, it is often taken for granted that in the modern day “marketing era” ...