Is Your Customer Service Department Making Things Worse?

  By Sarah Pierce, Sr. Vice President Having a customer service department is essential to business success. Customers who have issues with your product or service want comfort in knowing that they can speak to a representative about their concerns. There are companies such as Amazon, that have international acclaim for their stellar customer support. […]

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To Change or Not to Change? That is the Question

Consumers are creatures of habit, often seeking out their favorite restaurant, hotel or store, because they know they’ll have a positive experience. These positive experiences make them loyal — whether it’s a perfectly grilled steak, a service associate who helps you find that perfect gift, or the ease of pre-selecting your hotel room in advance […]

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