An intense level of customer focus is a trait you’ll find at any company known for world-class service. The only “problem” is that we don’t often get to peek at these companies specific practices: ...

Story: Here is one of the most powerful lessons of customer loyalty from a man who was arguably the father of hotel hospitality–Conrad Hilton. It”s from the book “The New Art of Selling” by Elmer ...

From decorating their front desks to offering gifts and rewards, all these activities that take place during the week are aimed at boosting morale and teamwork in organisations. It is a time to reward ...

GenAI has the potential to enhance customer service productivity by 45% (McKinsey). However, most early GenAI projects in customer service have failed to meet cost reduction and CX goals. Gartner ...

Comcast’s public image took a hit last week when an audio recording of an overzealous customer-service representative went viral. As the CEO of a business phone-service provider (with no connection to ...

At about 1 a.m. during a memorable trip I took to Australia, I awoke suddenly in a hot sweat in my hotel room at the Intercontinental Sydney Double Bay. Supposedly among that country's leading hotels, ...

An intense level of customer focus is a trait you'll find at any company known for world-class service. The only "problem" is that we don't often get to peek at these companies specific practices: ...