Great customer service isn’t accomplished by just hiring nice people; it’s created by the culture you set.GO TO ARTICLE

In today’s competitive business environment, companies must differentiate themselves in order to succeed. Josh Linkner, CEO of Detroit Venture Partners, writes that while product excellence is essential and expected, “only... MORE

In this interview with Ben Conoley, lead analyst at ExactTarget Marketing Cloud, we discuss social media customer service best practices for any size business. Heike: Between Facebook and Twitter,... MORE

Customer service can serve two vastly different functions depending on your strategy. If your customer service is adequate, you’ll achieve satisfactory results, but if it is extraordinary, you can achieve fierce brand loyalty and... MORE

The Internet is a place where the impact of words and ideas is magnified, which makes it such a powerful medium for brand awareness, good customer service and social... MORE

With a mobile phone in your hand, the task of choosing a phone system might seem unnecessary in the early stages of your business, but it’s actually very important.... MORE

Years ago, a typical business relationship looked something like this: A customer would come into your business, make a purchase, and then leave. She would only return when she... MORE

With services going ever more digital, live chat is increasingly seen as the most effective channel for responding to customer queries, but is still only an emerging capability for... MORE

A recent projectable national study confirms much of what you probably suspect—that even though many companies claim they are emphasizing service, service is actually getting worse. Why? Companies often... MORE