Category: Improve Customer Service

Sometimes fiction can offer useful lessons for the real world. For example, one of my favorite TV shows, Burn...

A big mistake some companies make is they hire and manage people like they buy and manage equipment. They seem to...

In most organizations there is at least one person who believes in the importance of delivering Amazing customer...

As I work with companies to help them improve their customer service, some things stand out. These are things a...

Sometimes things happen just as we want them to. But often we get better results if we plan the changes we want....

This is second in a miniseries describing my experience with T-Mobile as I try to upgrade my phone without paying...

I have read that customer churn in the wireless telecom industry ranges from 10% to 67% with an accepted industry...

Sometimes you can keep customers coming back by sending them away. After the holidays, one of our readers sent...

Jim Logan, chief marketing guru at TeamLogan.com had some useful comments recently about interruption marketing...

Communication is the surest path to delivering Amazing service to our customers. But it’s often harder than we...