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 ...

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” ...

Building an effective customer experience practice is clearly important. But doing so requires a holistic approach. Forrester analyst Maxie Schmidt recently noted that for certain industries, ...

Most practices have good customer service, but good is no longer good enough. To stand out in today's crowded dental field, you need to provide great customer service. Patients are always at risk for ...

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 ...

Keeping track of customer perceptions of your business is a way to help ensure you are providing optimum levels of care to patrons who support your company. Monitoring and controlling customer service ...