How to Design a Customer Service System. Businesses that provide after-sale support for their products--and after-sale maintenance of their customer base to encourage repeat sales--need a method ...

3. Proactive vs. reactive Customer service is reactive, meaning it responds to the customer's needs after they have arisen. On the other hand, customer experience is proactive, meaning it ...

(© greenbutterfly - Shutterstock) In 2019, a pre-pandemic article by McKinsey, called the Coming evolution of field operations, outlined four essential trends that would shape the field service ...

Alan Brunacini’s “Essentials of Fire Department Customer Service,” featuring the fictional Mrs. Smith, is just as pertinent now as it was in 1996. It should be in every station’s library.

A compelling CX demands b alancing customer empathy with technology to avoid falling into the trap of what we call “engineered insincerity,” or using automation to simulate interest in who you ...

Customer satisfaction is at its lowest point in the past two decades. Companies must focus on 10 areas of the customer experience to improve satisfaction without sacrificing revenue. The authors ...