Small-business owners get plenty of wake-up calls. They come with the territory. One of the most jarring can come in the form of a question from a customer or supplier who observes that all businesses ...

From time to time, in my work as a customer service consultant, I run into company leaders who wake up on a random weekday morning, suddenly and unstoppably gung ho on improving customer service ...

Every company in the known universe wants to provide great customer service and deliver an attractive customer experience. But a lot can go wrong along the way to accomplishing these goals. Below I ...

Customer service has never been more important to the success or failure of a business. Where customer service used to be a cursory addition to a product or service, it has evolved into the series of ...

Performance standards are the pre-established guidelines your small business has in place for various areas of business operations. Customer service performance standards dictate the ways in which ...

Customer loyalty should be a go-to strategy for any small business, but the truth is, regardless of if the program is digital or an old-school punch card, small-business owners don't feel like they ...

The recent Executive Operations Forum at Operations Summit 2017 generated many ideas and cost-savings tips. What improvements, best practices and innovations have you implemented in your contact ...

Amazon's Prime Day sale kicked off the beginning of what experts say will be an early holiday shopping season. According to marketing firm Sidecar, 72% of holiday shoppers say they will do more ...