The level of customer service — not to mention the even higher standard of the customer experience — is genuinely, consistently pretty awful.

Especially during these challenging times, managers believe they can save X% by cutting back staff and reducing service. Guess what happens? Customers g...

Your customer’s measuring stick for efficiency may be entirely different from yours, and if you’re not aligned with your customer’s expectations, then you’re never going to meet their needs. Customer service and customer

experience should not be confused.

Remembering that all business is s...

Take just a moment…right now…and write down the names of your two biggest competitors.

My guess is that if I could look at your list, I would see that you’ve listed other players in your specific industry. You have just proven that we stereotypically define our competitors — and that holds the pote...